What actually happens after you press submit, and what each status means.
The statuses you will see
| Status | What It Means | Who's Move? |
|---|---|---|
| New | Your ticket has arrived and is being triaged | CloudM |
| Open | An engineer is actively working your ticket | CloudM |
| Pending | We have asked you something and are waiting on your reply | You |
| On-Hold | Your ticket is with our development team, or agreed to be put on-hold | CloudM |
| Solved | We believe the issue is resolved | You confirm, or it closes automatically |
About On-Hold: why a ticket can go quiet
If your issue needs a product change — a bug fix, a code-level investigation — your ticket moves to On-Hold while our development team works on it. Two honest things about this status:
- The response-time clock pauses while a ticket is On-Hold, because the work has moved to a different team with its own delivery cycle.
- Your support engineer remains responsible for keeping you updated while the ticket is On-Hold. If you feel updates have stopped, say so in the ticket — or escalate.
Solving and closing
When we believe your issue is resolved, the ticket moves to Solved. From there:
- If everything is fine, you need do nothing — if we don't hear back from you, the ticket closes gracefully.
- If it is not resolved, just reply and the ticket reopens with its full history.
- Once a ticket has fully closed, replying creates a new ticket that references the old one, so nothing is lost.
Tell us how we did
Every solved ticket is followed by a short satisfaction survey. It takes seconds, it is read by the Head of Product Support, and it genuinely shapes how the team works.