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NEO Hub: What are ticket status’ and what do they all mean?

If you’ve submitted a ticket to the NEO Agents, then you can expect our development team to be hard at work actioning your request. We’ve recently updated our ticket status’ to ensure full transparency between us and you about what we’re doing with your ticket.

You can view ticket status’ by logging into your Hub, and then pressing tickets. The status is shown as highlighted in the above. Let’s look at what each ticket status means:

Solved:

If your ticket is green, then it means our team have solved it and your request has been completed! If you need anything else, you can re-open the ticket by submitting another one, which will change the status to unsolved.

Unsolved:

An unsolved ticket means you’ve either just opened or responded to it, and our development team hasn’t gotten back to it yet. As soon as our team respond to the ticket, it will change to one of the following…

In Progress:

If a ticket is in progress, then our team are actively working on actioning your request. You can expect a reply soon to let you know that it’s been completed, to update you on progress if it’s a large request, or to ask something from you.

Awaiting Response:

If a ticket is awaiting response, then we’ve done everything we can to solve it and need something from you continue. This could be anything from login credentials to media content.

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