Pending means Stravax support has replied and the thread is waiting on you. In the new look these are called support requests; in the earlier look they are called tickets. A request moves through four statuses: open, pending, resolved, and closed. Replying as the tenant moves a resolved request back to open; closed is final, though staff can still add internal notes after closing.
| Status | Meaning | Who sets it | Can you still reply? |
|---|---|---|---|
| Open | A new request, or a resolved request you just replied to | Automatic on request creation, or automatic when your reply reopens a resolved request | Yes |
| Pending | Stravax support replied and the thread is waiting on you | Automatic when Stravax support sends a reply | Yes |
| Resolved | Stravax support considers the issue solved | Set by Stravax support | Yes, and replying moves it back to open |
| Closed | The request is done; no further tenant replies are accepted | Set by Stravax support | No, your reply is rejected |
Pending is the status right after Stravax support answers you. It tells you the ball is in your court, whether that means reading their answer, sending more detail, or confirming the issue is fixed.
Your reply reopens it. The status changes from resolved back to open, which is the platform's way of saying the issue is not actually closed if you are still writing in. This is the normal way to reopen something that was marked solved too early.
No. Closed is a terminal status for tenant replies: if you try to add a message, it is rejected. Stravax support can still add notes on a closed request on their side, but the request will not reopen from a tenant reply the way a resolved one does. If you need to raise the same issue again, open a new request and reference the closed one in your message.
See getting help for how to open a request in the first place, and support after your trial ends if you need to reach support from a trial-ended account.