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Support ticket statuses and SLA tiers
What open, in progress, resolved, and SLA mean.
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Ticket statuses you may see:
• Open / Reopened — waiting for an agent
• Assigned / In Progress — someone is working on it
• Waiting Employee — support needs your reply
• Escalated — raised to a supervisor
• Resolved / Closed — issue addressed
SLA tiers set response targets by priority:
• Critical — fastest response (about 1 hour)
• High — same business day
• Medium — within about 1 day
• Low — within a few days
After a ticket is resolved, you may rate the support experience on the ticket page.
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