We have recently revamped our ticket statuses to make them easier to understand. See an explanation of each status below:

Open
You responded and are expecting a reply from Beamery Product Support.

Pending
Beamery Product Support has responded in the ticket and is pending a reply/input from you or one of the contacts included in your case.

On-Hold
Beamery Product Support is waiting for an update from a 3rd party. This can be our Engineering team or someone from your internal team not directly tied to the ticket you've opened with us. 

Resolved
The issue is resolved; however, you can respond back within 7 days to re-open.

Closed:
Once the issue is resolved and has been at the Resolved status for 7 days, it automatically moves to the Closed status. At that point, the ticket cannot be reopened but if responded to, a new ticket will be opened.