Why Ticket Status Matters
Every support ticket in QC - PMS has a status that shows where it is in the process.
This helps you know what’s happening and what to expect next.
Ticket Statuses
Open
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The ticket has been created but not yet worked on.
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Think of it as “waiting for support to pick it up.”
In Progress
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A support team member is actively working on your request.
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You might see updates, requests for more info, or troubleshooting steps.
Answered
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The support team has replied with a solution or update.
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It’s now your turn to check the response.
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If the issue is fixed → you can close it.
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If not → reply back, and the ticket will move forward again.
On Hold
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The ticket is paused.
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Common reasons:
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Waiting for your reply.
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Waiting for input from another department/vendor.
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The support team will continue once the pending info is received.
Closed
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The issue has been resolved or the request is completed.
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The ticket is officially finished and no longer active.
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If the problem returns, you can open a new ticket.
Quick Tips
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Always check your Answered tickets → they might need action from you.
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Tickets on Hold are waiting for something—respond quickly if it’s waiting on your input.
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Once a ticket is Closed, you can’t reply to it. Start a new one if needed.