In our support ticket system there are 3 status options:
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.
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.
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.