What does each ticket status mean?

Status	What It Means
	A ticket has been created and no work has started. No communication has been sent to the family.
	Work has started. You have reached out to the family or begun working on a resolution.
	The ticket has been escalated, either automatically (due to time without activity) or manually.
	The issue has been resolved. A Customer Experience Survey is automatically sent to the guardian when a ticket is closed.