Each support ticket in Tecology Workspace has a status that shows where it is in the support process. Ticket statuses help you understand what’s happening and whether any action is needed from you.

Why ticket statuses matter

Ticket statuses provide clarity without the need to ask for updates. They show whether a ticket is newly submitted, actively being worked on, waiting on your reply, or complete.

Checking the status is the quickest way to understand what’s happening with a request.

Ticket statuses you will see

Tecology Workspace uses a simple and clear set of ticket statuses:

• New – The ticket has been submitted and is awaiting initial review
• Open – The Tecology team is actively reviewing or working on the request
• Client replied – You have replied to the ticket and the Tecology team has been notified
• Closed – The request has been completed and no further action is required

Tickets move between these statuses automatically as updates are added.

What “Client replied” means

When a ticket shows Client replied, it means you have added a response and the Tecology team is reviewing your update.

No further action is needed unless the team asks for clarification.

When a ticket is closed

A ticket is marked as Closed once the work is complete.

If more work is required after a ticket is closed, you do not need to create a new ticket. You can simply reply to the ticket closed email (or any email that contains the ticket ID in the subject line). The ticket will automatically reopen and the Tecology team will be notified.

Next step

If you’re unsure what to do next, open the ticket in Tecology Workspace to view the latest update or reply directly within the ticket.