Your request goes through different stages before being completed.
When you first submit your request, it gets sent to our team of agents. Once received, an agent will pick up the request and begin to work on it. There are different statuses. The first stage is 'Open', this means an agent has seen your request. The next stage is 'Waiting on us', which means the ticket is currently being worked on. From there, the status will change to 'Waiting on contact'. This means we need more information from you. More than likely, a chat has been created and we are waiting on your response. If not, the status will say 'Closed'. This means your ticket has been successfully completed.
If you have any other questions, feel free to reach out using your customer portal.