{"article":{"id":33997907149719,"url":"https://plaid.zendesk.com/api/v2/help_center/en-us/articles/33997907149719.json","html_url":"https://support.plaid.com/hc/en-us/articles/33997907149719-What-do-the-different-Support-Ticket-statuses-indicate","author_id":388803078433,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":0,"vote_count":0,"section_id":16110423025815,"created_at":"2025-08-06T20:12:33Z","updated_at":"2026-05-31T19:17:48Z","name":"What do the different Support Ticket statuses indicate?","title":"What do the different Support Ticket statuses indicate?","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-05-31T19:17:48Z","user_segment_id":null,"permission_group_id":1121794,"content_tag_ids":[],"label_names":[],"body":"<p>You can see a list of the Support tickets your team has filed in the Dashboard under Get Help &gt; <a href=\"https://dashboard.plaid.com/support\">Support Cases</a>.</p>\n<p>This is a breakdown of the different statuses you will see when viewing your Support Cases. The status is on the left-hand side of the list.</p>\n<p><img alt=\"\" src=\"https://support.plaid.com/hc/article_attachments/33997907143703\"></p>\n<ul>\n<li>\n<strong>Open</strong>: These are tickets that have been submitted to Plaid Support and are waiting on a reply.</li>\n<li>\n<strong>Updated</strong>: When Plaid Support replies with an answer, the ticket will show as Updated. A ticket will remain in an “Updated” status for 14 days before it becomes “solved.”</li>\n<li>\n<strong>Pending</strong>: Tickets related to a bug or issue that Plaid is tracking are set to pending until they are resolved.</li>\n<li>\n<strong>Solved</strong>: When either you or Plaid have determined no further action is required. Solved tickets will automatically “close” after 7 days or you can self-solve a ticket from the Dashboard.</li>\n</ul>\n<p><img alt=\"\" src=\"https://support.plaid.com/hc/article_attachments/33997907146391\"></p>\n<ul>\n<li>\n<strong>Closed</strong>: Closed tickets cannot be modified; if a customer replies to a closed ticket it will create a new “follow-up” ticket. The follow-up ticket will reference the ticket ID of the earlier closed ticket.</li>\n</ul>","user_segment_ids":[]}}