Understanding support ticket status options - Glow
Knowledge Base

Understanding support ticket status options

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In our support ticket system there are 3 status options:

Open

An open support ticket is one that your client has raised and that you have not yet responded to.

Open tickets are labelled with a green circle.

manage multiple wordpress sites with glow, understanding open support tickets

In progress

An in progress support ticket is one that you and your team are currently handling. You have replied to your client (at least once) and are working towards resolving their request.

In progress tickets are labelled with a yellow circle.

manage multiple wordpress sites with glow, understanding in progress support tickets

Closed

A closed support ticket is one that has been fully resolved. The client can re-open it anytime by clicking the ‘Add reply‘ link in the ticket correspondence screen.

Closed tickets are labelled with a red circle.

manage multiple wordpress sites with glow, understanding closed support tickets
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