• A resolution has been provided to the school or the customer confirms the issue is resolved, after 2 days the ticket will automatically close
  • Support requested additional information or action from the customer and no response was received within two business days
  • The ticket is opened by an unauthorized contact, usually through article feedback (i.e. student, parent, other user not identified as support contact)
  • The reported issue pertains to something outside of the scope of support


Please note: Closed tickets may be re-opened by replying to the email received after a ticket has been marked resolved or after a ticket is created.