What Ticket Statuses Mean
Every ticket in the Ticket Portal has a status that tells you exactly where it stands. Statuses update automatically as Transcend's team works on your request, so you always have a live picture of progress — no need to ask for updates.
Statuses vary slightly depending on the ticket type, since support requests, bug reports, and feature requests follow different workflows.
Support Request Statuses
Support requests cover questions, incidents, and general help from Transcend's support team.
Support Request Submitted: Your request has been received and is queued for Transcend's support team to review.
Actively Investigating: The Support team has picked up the request and is working through investigations. This stage can eventually result in a Bug Fix or Feature Request ticket being added depending on the investigation results.
Needs Your Attention: Transcend has replied and is waiting for additional information or confirmation from your team. Check the ticket for the specific question or next step.
Resolved: The request has been addressed and the ticket is closed. You can still view the full conversation history at any time.
If a resolved ticket resurfaces as an ongoing issue, reply directly on the ticket or open a new request referencing the original.
Bug Fix & Feature Request Statuses
Bug fixes track technical issues or unexpected behavior that has been reported to Transcend's engineering team, feature requests track enhancements or new capabilities that have been submitted to Transcend's product team.
Open: Your request has been received and is queued for work.
In Progress: Transcend's team is actively working on your request.
Needs Your Attention: Transcend has replied and is waiting for additional information or confirmation from your team. Check the ticket for the specific question or next step.
Resolved: The request has been addressed and the ticket is closed. You can still view the full conversation history at any time.
Getting Notified of Status Changes
You'll receive an email notification whenever a ticket's status changes or Transcend's team adds a reply. You can also check the Ticket Portal at any time to see the latest status across all your company's tickets.