When you send a support case we handle them and try to work on solution.
Here are the different status of support ticket and the meaning of each.
New Incident - New case submitted to us
In Progress - We are currently looking or working in this case
Waiting for reply - We (Helpdesk) are waiting for a reply from you
Follow up - means we are still working on this and we will follow up concern users
Awaiting Development - cases that are forwarded to our developers and added in current/next/future sprint.
Ready for release - cases that have solution or fix but waiting for a sprint release or update.
Resolved - case that we believe are solved or cases that are open for long and not getting any reply from the one's who filed the case.
If you believe that your support case does not have the right ticket status feel free to write to us in email@example.com and give us the Ticket ID number.