For tickets that are opened by phone they are calculated based on the total chat time and if the case is successfully completed. Otherwise, our consultants have an application at their disposal in which the ticket is “opened” and they enter “NEW” status. As soon as one of our consultants takes it over and starts working on it, it changes state and goes into “OPEN” mode. When the work is completed, our consultant puts it in “CLOSED” state. The system automatically calculates the working time from the moment the ticket entered the “OPEN” state until the moment it changed to the “CLOSED” state. It is possible that as our consultant attempts to complete the task, he or she may need clarification, information or additional material from you or the software vendor. In this case, the ticket goes into a “PENDING” state. When our consultant has what he needs and starts working on your ticket again, he changes the status of the ticket back to “OPEN”. The time during which the ticket is in “PENDING” status is not charged.