Categories and statuses
Every ticket has a topic (its category) and a status (where it is in its lifecycle).
Topics
You pick a topic when you open a ticket. It helps route the ticket to the right team.
| Topic | Use it for |
|---|---|
| General | Anything that doesn't fit another category (the default). |
| Networking | Connectivity, routing, origin reachability, DNS-related issues. |
| Rules | Cache rules, header rules, and rule-matching behavior. |
| Billing | Invoices, plans, and account charges. |
| SSL / Certificates | TLS certificates and HTTPS provisioning. |
| Performance | Latency, cache hit ratio, and throughput. |
There is no priority field
Tickets are categorized only by topic — there is no Low/Normal/High priority anywhere. Choose the most specific topic instead, so the right team picks it up.
Statuses
| Status | Meaning | Who sets it |
|---|---|---|
| Open | Newly created or reopened; awaiting handling. | Automatic on create; also when a Resolved ticket is reopened. |
| In Progress | Support is actively working on it. | Staff. |
| Resolved | Marked solved by the team. Replying reopens it. | Staff. |
| Closed | Finished and locked — no further messages. | You or staff. |
You can create and close your own tickets. Staff drive the In Progress and Resolved transitions. Replying to a Resolved ticket reopens it to Open.
Resolved vs. closed
Resolved means the team provided a solution — a reply reopens it. Closed is final and locked. See replies & closing.