What do my ticket statuses mean?

Your tickets will change status so you know at all times who needs to take the next step:

• ⚪ New: We have received your query and it is waiting to be assigned to a specialist.
• 🟡 In Progress: An agent is actively working on your case.
• 🔴 Pending your response: We have requested additional information from you. The process stops until you reply.
• 🟡 Escalated to Level 2: Your case requires a deeper technical review by our engineering team.
• 🟢 Resolved / Closed: The problem has been solved. Once closed, the ticket is archived for your future reference.