Support Ticket Statuses Explained
OVERVIEW
What New, Open, Waiting on Customer, Escalated, Owner Review, Resolved, and Closed mean.
HOW TO
1. New means the request was received and has not yet been worked.
2. Open means support is actively handling the issue or the customer has responded.
3. Waiting on Customer means support needs information or action from you.
4. Escalated means the issue requires a higher support level.
5. Owner Review is reserved for exceptional matters requiring owner-level attention.
6. Resolved means a solution was recorded; Closed means the case is finished.
IF SOMETHING IS WRONG
Use Help & Support to open a ticket when the screen does not behave as described. Include the affected screen, what you were trying to do, what happened, and any order, booking, session, ticket, or payout reference shown on the screen. Never send passwords or full payment-card numbers.