Understanding Solved and Closed Redis Support Tickets

If a Redis Support ticket has no response or update for 7 or more days, it may be marked as Solved. If there's still no activity for 14 additional days, the ticket is automatically Closed. This article explains what these statuses mean and what happens when you reply.

What Happens When You Reply

Replying to a Solved ticket

• The ticket reopens automatically

• Support continues to work on the same case

Replying to a Closed ticket

• A new follow-up ticket is created automatically

• The new ticket references the original case

Support retains access to the prior ticket history, but you may be asked to re-share artifacts such as logs or support packages.

Best Practices

• Reply with a short update if you're still gathering information

• Let Support know when to expect next steps or logs

• Reply before the ticket is closed if the issue isn't fully resolved

Even a brief response keeps the ticket active.