Feedback states

The current Feedback Case states are New, Acknowledged, In progress, Resolved, and Closed.

• New means actionable Survey evidence created a case and work has not yet been acknowledged.
• Acknowledged records that an authorized person has seen the issue. The Acknowledge button sets this state and records who acknowledged it and when.
• In progress means recovery work has started. Start recovery sets it; in Team workflow, Assign to me also sets In progress while assigning the current user.
• Resolved records a completed operational decision. Resolve issue requires a Guest recovery result; High and Urgent cases also require What did you do?.
• Closed is a final state supported by the case model and update validation, although the current streamlined case screen does not expose a dedicated Close button.

The quick-action interface permits the transitions shown by its available buttons. Authorized updates can also preserve or update case settings. Viewers can read but cannot transition cases.

Reopening is represented by moving a Resolved or Closed case back to an open state through an authorized update surface. The current streamlined case page does not provide a dedicated Reopen button. When the application performs such an update, resolved/closed timestamps are cleared as appropriate and the previous recovery outcome is cleared; audit history remains. Do not claim a case was reopened merely because a note was added.

Open states—New, Acknowledged, and In progress—remain eligible for overdue and Attention calculations. Resolved and Closed cases leave active Attention work. State changes never edit the original Survey answers.

Next: Feedback Case or Recover and resolve a guest issue.