When you report a bug to our Support team or submit a request, we track its progress using specific ticket statuses. These statuses help indicate where your issue sits in our development pipeline.
You can view the status of your ticket at any time by clicking on the ticket or the Tickets icon in your account.
Bugs ticket status glossary
Below is a guide to help you understand what each status means.
Ticket Status | What it means |
We’ve received your report | We’ve received your issue and our team will review it shortly. |
Issue reviewed, awaiting scheduling | Our team has reviewed and confirmed the issue. It hasn’t been scheduled for a fix yet, but we’ll keep you updated on any progress. |
Fix planned for an upcoming update | This issue is on our roadmap and a fix is planned in a future update. We’ll notify you once work is underway. |
We’re working on a solution | Our team is actively working on fixing the issue. We appreciate your patience while we resolve it. |
Root Cause Fixed – Data Fix Pending | The system issue has been resolved. We’re now correcting the data that was affected by that issue. We consider this ticket active until everything is fully resolved on your end. |
Fix being tested internally | A fix has been developed and is currently undergoing internal testing to ensure it works as expected. |
Delivered – awaiting your confirmation | We believe the issue or request is now resolved. Would you like to confirm it on your end, or would you prefer us to verify for you? We will close the ticket as resolved, if no response is made within 3 business days. |
Resolved - awaiting your feedback | Could you please confirm whether everything’s working as expected on your end? Let us know if anything still needs attention. |
Resolved - Being verified by our team | We’re currently verifying the fix or request internally before we close the issue. Once verified by the team, we will close the ticket as resolved. |
Resolved | The issue or request has been fully resolved. If you experience any further problems, we’re here to help. |
No changes planned at this time | After review, we’ve decided not to make changes to this issue right now—typically because it affects a very small use case or older feature. Let us know if you have any concerns. |
Important note: If your ticket is scheduled for a sprint, this does not guarantee a fix within that sprint. Priorities can shift, and timelines may change. We’ll keep you informed as soon as we have a more concrete resolution date.
Service Requests ticket status glossary
Below is a guide to help you understand what each status means.
Ticket Status | What it means |
Request submitted | A service request has been submitted. Our team will review it shortly. |
Request - In progress | Our team is actively working on your request. We appreciate your patience while we complete it. |
Delivered – awaiting your confirmation | We believe the issue or request is now resolved. Would you like to confirm it on your end, or would you prefer us to verify for you? We will close the ticket as resolved, if no response is made within 3 business days. |
Resolved - awaiting your feedback | Could you please confirm whether everything’s working as expected on your end? Let us know if anything still needs attention. |
Resolved - Being verified by our team | We’re currently verifying the fix or request internally before we close the issue. Once verified by the team, we will close the ticket as resolved. |
Resolved | The service request has been fully resolved. If you experience any further problems, we’re here to help. |
No changes planned at this time | After review, we’ve decided not to make changes to this request right now—typically because it affects a very small use case or older feature. Let us know if you have any concerns. |
In the meantime, if you experience the same issue again before the sprint starts, feel free to reply with additional examples in the same thread to prevent duplicate tickets or conversations — we will add the new reports to the existing bug, and this helps us understand the impact and potentially prioritize more effectively.
For service requests, we'll need to raise individual requests to the team to make sure we monitor their progress accordingly.