We create "Support Tickets" to track the status of issues that we are helping you with. When you email or call us for help with a new issue then we create a Ticket for the issue and we mark the Ticket's status as "Open". We give the Ticket a title representing the issue and each Ticket is assigned a numeric ID to distinguish it from others (e.g. "[Ticket ID: 416063] Website running slowly").
We increment the status of the Ticket to note our progress on the issue. When we begin work on the issue then we mark the status as "In Progress", when we've resolved the issue then we mark the status as "Answered". Finally, Tickets that sit in the "Answered" status for some number of days are automatically "Closed" to note that both you, the customer, and we agree that the issue is resolved.
You can interact with your Support Tickets via your customer portal. For instance, if we've marked a Ticket as "Answered" but you still need help with the issue then you can change the status yourself and/or post a reply to keep the Ticket "In Progress".
Support Tickets are closed when the work is done and your question is answered. You can close a Ticket yourself from your customer portal, or if you tell us the problem is solved (i.e., over the phone or via email) then we will close the ticket. That all said, your attention is likely required elsewhere as soon as we've solved the problem, so if we don't hear from you for some time then we automatically close the ticket.
