How to Track Your Ticket and Understand Its Status
Once your support ticket is open, it moves back and forth between you and the support team. The ticket status tells you exactly which stage you are in — and whether the next step is yours or ours.
Where do I find my tickets?
- 1Sign in to your Raghdan account.
- 2Go to your profile.
- 3Open the Support section.
- 4You will see a table listing your tickets with the ticket number, subject, priority, status, and creation date.
- 5Click the view icon next to a ticket to open it and read the full conversation.
What each status means
Open
Your ticket has reached the support team and has not been assigned yet.
- Can you reply? The reply box appears after the team replies to you.
- What is expected from you? Nothing right now.
- What happens next? The team reviews your request and starts working on it.
In progress
The team is actively working on your ticket.
- Can you reply? After the first reply from the team.
- What is expected from you? Just follow along.
- What happens next? You will receive a reply or a resolution.
Waiting for customer reply
The team has replied and needs information or an answer from you to continue.
- Can you reply? Yes, the reply box is available.
- What is expected from you? Answer the team's question.
- What happens next? ⚠️ This is the most important status: if you do not reply within 72 hours, the ticket closes automatically. See What Happens While Support Is Waiting for Your Reply?.
Customer replied
You have sent a new reply and the support team has been notified to review it.
- Can you reply? Yes.
- What is expected from you? Nothing — it is the team's turn.
- What happens next? The team reviews your reply and continues.
Resolved
The team considers the issue handled.
- Can you reply? No, the reply box is not shown in this status.
- What happens next? The ticket is usually closed afterwards.
Closed
The ticket is finished.
- Can you reply? No.
- What remains? All previous replies and attachments stay visible to you.
- What happens next? The rating window begins. See Rating Your Support Experience.
Why is the reply box sometimes hidden?
The "Add reply" box appears when the last message in the conversation is from the support team, and the ticket is neither closed nor resolved. This keeps the conversation as a real back-and-forth instead of a series of unanswered messages.
Important notes
- The status updates in front of you automatically — no page refresh needed.
- Your ticket number never changes, no matter how the status changes.
- You cannot open a new ticket while you still have one that is not closed.
What happens next?
Follow your ticket until it reaches "Closed", then tell us how we did by rating the experience.