Understanding Ticket Statuses

Each ticket in the EVOLYNK Help Desk has a status that shows where it is in the workflow.
Statuses make it easy for both you and our support team to track progress from start to finish.

Here’s what each one means:

New

Your ticket has just been created and is waiting to be reviewed by our support team.
No action is needed from you yet.

Waiting Reply

We’ve responded to your ticket and are waiting for your feedback or approval before continuing.

???? Tip: Reply directly through the portal or your confirmation email to move things forward.

Replied

You’ve recently responded, and our team has received your message.
We’ll review your reply and continue work as soon as possible.

In Progress

Our team is actively working on your request.
This could involve development, content updates, design work, or troubleshooting.

On Hold

Your ticket is temporarily paused.
This might happen if:

• We’re waiting on additional information from you, or

• The task depends on something external (like third-party access or approvals).

Awaiting Approval

Your request has been completed on our side and is ready for you to review.
You can:

• Visit the staging site (if provided) to check the updates

• Reply to the ticket to approve or request changes

Once approved, we’ll move the ticket to Resolved.

Resolved

Your ticket has been completed and closed.
All work is finished, and no further action is required.

✅ If you need to reopen a resolved ticket, just reply to it — the system will automatically move it back to In Progress.

Summary

By checking your ticket’s status, you’ll always know exactly where things stand and whether any action is needed from you.