Each inquiry ticket has its own "status".

Open
Our support team is working on your inquiry

↓ Answer

Awaiting Your Reply
Our support team has answered your questions

↓ 10 days

Solved
Your inquiry has been resolved

↓ 28 days

Closed
The ticket has been completely closed

Below are detailed descriptions of each status.

◇Open

This status appears after you have made a new inquiry or updated an existing one.

This status indicates that our support team is preparing an answer to the inquiry.

◇Awaiting Your Reply

This status indicates that our support team has answered your inquiry.

If you see this status in your inquiries, check our answers and reply to them.

Change the status to "Solved" if our answer has resolved your question.

A ticket will be automatically changed to "Solved" after 10 days have passed while its status is "Awaiting Your Reply".

◇Solved

Either our support team or you can mark a ticket as "Solved". A ticket will be automatically regarded as solved after 10 business days have passed while its status is "Awaiting Your Reply".

"Solved" tickets still accept comments. Adding any comments will change the ticket's status to "Open".

Our support team doesn't take any action on solved tickets, so please feel free to leave comments if you require further assistance.

A ticket will be automatically regarded as closed after 28 days have passed while its status is "Solved". You cannot comment on a closed ticket.

◇Closed

This status indicates that the ticket is completely closed.

* Please be warned that the status will not be shown as "Closed".

A ticket will be automatically regarded as closed after 28 days have passed while its status is "Solved".

If you need to comment on a closed ticket for any reason, such as if the same problem occurs again, click 'create a follow-up' to add additional comments.

Closed tickets cannot be transferred to other users.