Ticket Status

This article describes ticket statues and what they mean.

Status Meaning
New

Request was received but that it has not been opened and has not been assigned to an agent. The New status can indicate that the support team is evaluating it to determine who should be assigned to resolve it.

Open

Request has been assigned to an agent who is working to resolve it. Once a ticket status changes to Open, it can never return to New. 

Pending

Assigned agent has a follow-up question for the requester. The agent may need more information about the support issue. Requests that are set to Pending typically remain that way until the requester responds and provides the information the agent needs to continue resolving the request.

On-Hold

Ticket is awaiting a resolution of a Bug or an Enhancement Request (ER) to be implemented by the development team. On-Hold tickets appear as Open in the customer view. There is a field on the ticket called "ER/Bug Pending", which indicates what type of issue the ticket is on-hold for.

Solved

Support Agent has resolved the support issue. Solved tickets are closed, typically, four (4) days after they have been set to Solved. Until a ticket is closed, the requester can reopen the ticket. For example, the requester may not agree with the agent that the support issue is resolved and reply back to the ticket solved email notification.

Closed

Ticket is complete and can't be reopened. Requesters, however, can create follow-up requests for closed requests.

 

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