After you open a Support ticket, You can see below Status on your ticket

1) Open : Your ticket on Ticketing pool and one of our tech will check it. ( Note : Tickets will be checked and answered on the order they are on the pool)

2) Answered : We have answered to your issue

3) Customer-Reply : You have sent a reply to the ticket it is pending on ticket pool, so our techs will be checked and responded to it as soon as possible

4) On Hold : Ticket on Hold for few hours ( Too many tickets open for same issue put this status) until we respond to it

5) In Progress : We are checking / troubleshooting your issue and it needs more time. You need to wait until we respond

6) Closed : Issue has been resolved and ticket has been cloded. You can Respond to any Closed ticket (if it is the same issue), so it will be opened and we'll check and respond to it