About Freshdesk ticket statuses
A Freshdesk ticket always has a related status. The status gives more information about the ticket's condition (for example, what IDEXX customer support will do with the ticket).
When ezyVet customer support does work on the ticket, its status usually changes.
This table gives each ticket status and its meaning:
| Status | Meaning |
|---|---|
| Open | IDEXX customer support has the ticket. They use the information that you give in the ticket to try to find the solution. |
| Pending | IDEXX customer support will set a ticket to Pending:
Note: If you do not send the necessary information after a 72-hour period, IDEXX customer support closes the ticket. (You will receive an email when this occurs.)
|
| Resolved | The issue given in the ticket has a solution. Thus, more work on the ticket is not necessary. After 48 hours, Freshdesk automatically changes the ticket status to Closed. |
| Closed | The ticket is fully completed. After a period, Freshdesk automatically changes the ticket status to Archived. |
| Archived | You can only read the information of a ticket that has the Archived status. You cannot change its status or the information in the ticket. |