Every support ticket has a status (where it is now) and a priority (how urgent it is). Both are shown as coloured labels next to the ticket number.
Statuses
Status
What it means
Do you need to do anything?
New
The ticket has just been raised. Nobody has picked it up yet.
No.
Open
A member of our team has seen it.
No.
In Progress
Our team is working on it.
No.
Waiting for User
Our team needs an answer or something else from you.
Yes. Read the latest reply and answer in the ticket.
Waiting for Team
Our support team is waiting for another CommercialProperty.lk team, for example the team that checks listings or payments.
No.
Escalated
The problem has been passed to a senior member of our team.
No.
Resolved
Our team has solved the problem and written what was done.
Check that it's solved. If not, click Reopen Ticket.
Reopened
The person who raised the ticket said the problem is not solved. It goes back to our team.
No.
Closed
The ticket is finished. It can't be replied to or reopened.
No. If the problem happens again, raise a new ticket.
On the Help Centre page, Waiting for User is shown as Awaiting You.
How a ticket usually moves
New → our team picks it up (Open or In Progress).
If they need something from you: Waiting for User. When you reply, it goes back to In Progress by itself.
When the problem is solved: Resolved.
Our team then closes it. If you reopen it before that, it becomes Reopened and our team works on it again.
You get a notification each time the status changes.
Priorities
You choose the priority when you raise the ticket.
Priority
Choose it when
Low
It's a general question and nothing is stopping you.
Medium (chosen for you)
It affects your work, but you can carry on.
High
It stops you from doing your work.
Critical
Nothing works at all, or information has been lost.
Our team deals with the most urgent tickets first, so please choose the priority that matches the problem.
How long will it take?
The website does not show a set reply time for tickets. Urgent tickets are answered first. You are notified as soon as someone replies, so you don't need to keep checking.
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