Support ticket statuses help you understand the current progress of your request and whether any action is required from you.
You can view the status of your tickets at any time by navigating to:
Support > Support Tickets
[Screenshot: Support Ticket list showing ticket statuses]
Open
An Open ticket has been received and is awaiting review or action by a member of the Snowtech Services support team.
No action is required from you at this stage unless additional information is requested.
Answered
An Answered ticket means that a member of our support team has responded and is waiting for a reply from you.
If additional information has been requested, please review the latest response and reply to the ticket.
Customer Reply
A Customer Reply status indicates that you have recently responded to the ticket and it is awaiting review by our support team.
No further action is required until we have reviewed your reply.
On Hold
An On Hold ticket is currently awaiting a specific action before work can continue.
This may include:
- Waiting for information from a third-party provider.
- Awaiting vendor or datacentre assistance.
- Monitoring an issue.
- Awaiting scheduled maintenance or changes.
You may or may not need to take action depending on the circumstances outlined within the ticket.
Closed
A Closed ticket has been resolved and no further action is currently required.
Closed tickets remain accessible within the Client Area for future reference.
[Screenshot: Closed support ticket example]
Why Did My Ticket Close?
Tickets may be closed when:
- The issue has been resolved.
- The requested work has been completed.
- No further response has been received after a period of time.
- The ticket was opened in error.
Can I Reopen a Closed Ticket?
In many cases, replying to a recently closed ticket will automatically reopen it.
If the issue is unrelated to the original request, we recommend creating a new support ticket instead.
Need Assistance?
If you are unsure what a ticket status means or believe your ticket requires further attention, please reply to the ticket and our team will be happy to assist.