There are four ticket possible labels for customer support tickets that are submitted: 

Being Processed: Your ticket has been sent, and is currently being worked on. 

Awaiting Your Reply: The agent working on your ticket requires additional information from you prior to resolving the pending issue.

Resolved: The issue that has been submitted is ready to be reviewed. If there are any items still pending, just reply to the ticket and it will automatically be re-opened. After 48 hours of being labelled as "Resolved", the ticket will be converted to "Closed"

Closed: The original issues that was submitted has been resolved.