# Understanding the Zendesk Ticket Statuses at Relyance AI

At Relyance AI, customers will see specific ticket statuses that provide updates on the progress of their support requests. Each status offers visibility into where the issue or request stands in our workflow. Below is a guide to help customers understand what each status means.

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### 1. Under Support Review

We are currently reviewing the ticket details and will provide you with a status update shortly, outlining the next steps to diagnose and resolve the issue. This process includes analyzing the collected information, attempting to reproduce the issue, and formulating a solution.

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### 2. Release Pending

A resolution has been identified and it is scheduled to be released to the Relyance AI SaaS environment.

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### 3. Engineering Pending

The issue has been investigated by our Engineering team. They are conducting a technical review and working on a fix or enhancement as needed.

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### 4. Under Integration Review

The Relyance AI Integration Team is assessing your request related to a new integration or changes to an existing one for a specific vendor.

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### 5. Under Product Review

Your feedback or feature request has been passed along to our Product team for evaluation. They are reviewing its alignment with our roadmap and assessing feasibility.

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### 6. Awaiting Customer Response

We’re waiting to hear back from you. This could be related to additional details, feedback, or confirmation required to proceed further with your request.

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### 7. Solved

Your ticket has been resolved. No further action is required unless you reopen the ticket or submit a follow-up query.

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#### 💡 Need More Help?

If you have questions about your ticket status or need further assistance, feel free to reply directly to the ticket or reach out via our [support@relyance.ai]