Categories and statuses
Every Paradarum support ticket carries a topic (its category) and a status (where it is in its lifecycle). This page documents the exact values for both.
Topics (categories)
The topic is how tickets are categorized. You pick one when you open a ticket; it appears as a colored badge on every ticket and can be linked to a specific property or kept general. The API serializes the topic as an integer (TicketTopic).
| Topic | API value | Panel label | Use it for |
|---|---|---|---|
| General | 0 | General | Anything that doesn't fit another category (the default). |
| Networking | 1 | Networking | Connectivity, routing, origin reachability, DNS-related issues. |
| Rules | 2 | Rules | Cache rules, header rules, and rule-matching behavior. |
| Billing | 3 | Billing | Invoices, plans, and account charges. |
| SSL | 4 | SSL / Certificates | TLS certificates and HTTPS provisioning. |
| Performance | 5 | Performance | Latency, cache hit ratio, and throughput questions. |
:::note SSL label vs. enum name
The panel renders topic 4 as SSL / Certificates, but the underlying enum name is simply SSL. Send the integer 4 when calling the API.
:::
:::important There is no priority field Paradarum tickets are categorized only by topic. There is no priority setting anywhere in the system — no Low/Normal/High dropdown, no urgency flag. Don't look for one; choose the most specific topic instead so the right team picks it up. :::
Statuses
The status reflects where a ticket is in its lifecycle. It is serialized as an integer (TicketStatus).
| Status | API value | Meaning | Who sets it |
|---|---|---|---|
| Open | 0 | Newly created or reopened; awaiting handling. | Set automatically on create; also set when a Resolved ticket is reopened. |
| In Progress | 1 | Support is actively working on it. | Staff. |
| Resolved | 2 | Marked solved by staff. Replying reopens it. | Staff. |
| Closed | 3 | Finished and locked — no further messages. | You (on your own ticket) or staff. |
Who drives status changes
- You can create a ticket (which starts as Open) and close your own ticket. Replying to a Resolved ticket implicitly reopens it back to Open.
- Staff drive the In Progress and Resolved transitions. The panel never exposes buttons to set those statuses yourself.
:::tip Closing vs. resolving Resolved is a staff action that signals a solution was provided — and a reply will reopen it. Closed is a final, locked state. See Replies, attachments & closing for the details. :::
Related
- Open a support ticket — pick a topic and submit a ticket.
- Replies, attachments & closing — how status changes happen during a conversation.