Support Portal Status

To give you better visibility into your requests, here’s what each ticket status means and when you’ll see it used:

• New – We’ve received your request and it’s awaiting review.

• Open – Your ticket has been reviewed and queued for action.

• In Progress – DocBits is actively working on your issue.

• Waiting on Customer Response – We need more information or clarification from you. You’ll see this when we’ve asked questions or requested files.

• Waiting for Customer Confirmation – We’ve implemented a fix or provided guidance and are waiting for you to confirm the issue is resolved.

• Waiting on Product Team – Your request is a feature suggestion or involves a known product issue and has been logged for the Product team’s roadmap.

• Closed – Resolved – The issue is fully resolved and confirmed, or no further action is needed.

• Closed – No Response – After multiple follow-ups with no reply, we close the ticket. You can always reopen it by responding.

• Closed – Known Issue – This ticket tracks a known product bug that’s already on our backlog. It’s closed here but remains visible in our internal planning.

• Closed – Logged as Idea – Your suggestion has been noted for future consideration by our Product team.

• Duplicate – We’ve merged this ticket into an existing one covering the same issue.

• Not Planned – This request is valid but isn’t in our current roadmap. We’ll keep it on file for future prioritization.

• Spam – This ticket was identified as non–product-related (e.g. bot or unrelated inquiry) and has been closed.