Understanding Ticket Statuses and Response Flow
This article explains what each support ticket status means, how responses are handled, and what you can expect after submitting a ticket.
The short version
Ticket statuses show where your request is in the process. Keeping communication inside the ticket helps us resolve issues faster and keeps everything tracked.
Visit the Amplified Client Hub by Clicking Here.
Common ticket statuses and what they mean
Open
Your ticket has been received and is waiting to be reviewed by our team.
Assigned
The ticket has been assigned to a team member who is responsible for resolving it.
In Progress
Work has started on your request. This may include investigation, testing, or applying changes.
Waiting on Client
We need additional information, files, or confirmation from you before continuing.
Resolved
The issue has been addressed. Review the response and let us know if anything else is needed.
Closed
The ticket is complete and no further action is needed.
How response flow works
Tickets are handled in the order they are received, with priority given to urgent issues when applicable.
- You receive a confirmation when the ticket is submitted
- Updates and questions appear inside the ticket
- Status changes reflect progress
How you can help speed things up
A few simple actions can help resolve tickets faster.
- Reply directly inside the ticket instead of starting a new one
- Provide requested information promptly
- Avoid duplicate tickets for the same issue
If a ticket seems stuck
If a ticket is marked as waiting on client, check the last message to see what is needed. If you believe something was missed, reply in the ticket so we can continue.
Where to go next
Recommended next articles:
- Read How to Submit a Great Support Ticket for best practices.
- Review Common Issues and Quick Fixes before opening a ticket.
- Visit How to Get Help and Support for the full support overview.