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Ticket Statuses Explained

This page explains common ticket statuses you may see in PerLod and what they usually mean.

The exact wording may vary slightly depending on the support flow, but the general meaning stays similar.

Open​

Open means the ticket is active and still being handled.

In most cases, this means:

  • the issue is not fully resolved yet
  • the ticket is still part of the active support workflow
  • further review, action, or reply may still happen

Answered​

Answered usually means there has been a support-side reply in the ticket and the conversation may now be waiting for your response.

Depending on the flow, this may mean:

  • support replied and is waiting for more information from you
  • the latest update has already been posted
  • the ticket is still active but not closed

Always review the latest ticket message to understand what is needed next.

Customer Reply​

Customer Reply usually means a new reply was added from your side and the ticket is back in the support queue for review.

In general, this means:

  • the support team has not finished the ticket yet
  • your latest response was received
  • the issue is waiting for the next support-side action

On Hold​

On Hold means the ticket is temporarily paused.

This may happen when:

  • more information is needed
  • an internal review is still pending
  • the issue depends on another step being completed first
  • the ticket was referred for another internal step

If a ticket stays on hold for longer than expected, review the latest reply for context.

Closed​

Closed means the ticket is no longer active in the normal support workflow.

In most cases, this means:

  • the issue was resolved
  • no further action is currently expected
  • the ticket is treated as finished

If the same issue returns later, review the old ticket first. If the new issue is clearly different, open a new ticket.

Unknown or unexpected status​

If a ticket status looks unclear or does not match what you expect:

  • refresh the page
  • open the ticket and review the latest reply
  • check whether support is waiting for your response
  • contact support again if the status still seems incorrect

When following up, include the ticket number and the visible status.