ZEAK Vortex uses a simple but effective ticket status system to help you track the progress of your support requests. Understanding these statuses ensures you stay informed at each stage of the process.
Open
What it means:
Your ticket has been successfully submitted and is waiting to be reviewed by our support team.
Next steps:
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A support agent will review your ticket, categorise the severity, and assign it accordingly.
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You’ll typically receive an initial response within your support tier’s time frame.
In Progress
What it means:
A support agent is actively working on your request.
What’s happening:
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Investigation and troubleshooting are underway
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You may receive follow-up questions or requests for clarification
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You can continue replying or providing updates while the ticket is active
Awaiting Client Response (if applicable)
What it means:
The support team has responded and is waiting on your input.
Next steps:
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Check for any requested details or attachments
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Reply to keep the ticket moving forward
Note: Tickets left in this status for more than 7 days may be automatically closed.
Resolved
What it means:
The issue has been addressed and no further action is currently needed.
Next steps:
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If you’re satisfied, no action is needed
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If the issue reoccurs or was not fully resolved, simply reply to reopen the ticket
Closed
What it means:
The ticket has been manually or automatically closed after resolution or inactivity.
How to reopen:
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Reply to the closed ticket at any time
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Alternatively, submit a new ticket referencing the previous ticket number if it’s a new issue
If you have any questions about the status of your ticket, contact us at support@zeaklabs.com or speak with your Account Manager.