During the lifecycle of a Support Ticket it can be in one of a few states:
- Open means it is waiting for RKVST Support to respond.
- Pending means it is waiting for you, the customer, to respond.
- Solved means the ticket has been considered resolved and has entered a 3 Day Grace Period where it may be reopened or will otherwise close permanently.
- Closed means the ticket has passed the 3 Day Grace Period and can no longer be re-opened.
After 3 Business Days of no response on a Pending Ticket we will send a reminder, at the 1 week mark we will send a second reminder, 3 Business Days after that a 3rd Reminder and after 2 weeks we will set the ticket to Solved.
We will never knowingly solve a customer ticket unless we have already agreed to do so with a customer, or we have had no response to the auto-close reminders while waiting for a customer response.
Once a Solved Ticket has passed the Grace Period it is set to Closed and can no longer be re-opened, don't worry if your ticket closes though!
You are always welcome to create a follow-up ticket which will be linked directly to your previous request and all of it's prior history, even if the ticket has auto-closed.