I posted my question to the help people and this is what I'm seeing:
Open - Awaiting response from Support We have logged your request and a support engineer will get back to you via e-mail.
Hold - Request additional info from customer We need more information and are awaiting a response from you.
Open - Investigating We are investigating your issue and will e-mail you when we have a resolution
Hold - Proposed resolution We have sent you a resolution and are awaiting your response
Closed This case has been resolved. (Note: If we have not heard back from you in 10 days, the case will be closed.)
Note: An icon in red means we are awaiting a response from you
The last thing says closed, but I never got an email with what the resolution is!!
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