Ticket statuses explained
Every ticket in Dash shows one of six statuses. Only Your reply needed is waiting on you. You can filter your ticket list by any of them.
Open
The ticket was just created, and Customer Care has not picked it up yet.
In progress
Someone in Customer Care has picked the ticket up and is working on it. Nothing is needed from you, and the next message will come from support.
Awaiting staff
You've replied, or the ticket was referred onward, and it's waiting on the support team's next action.
Your reply needed
Support replied and is waiting on you. Check the latest message on the ticket for what's needed.
Solved
Support marked the issue resolved. If the same problem comes back, reply on this ticket rather than opening a new one.
Closed
The ticket is finished and cannot be reopened. Open a new ticket if the problem returns. When you close a ticket yourself, you're asked to rate the support you received.