Tickets entered through the customer portal are assigned varying statuses as they progress from initial stages to being completed.
- Open status is assigned to all new tickets that are placed, indicating that the ticket has been entered into the queue sucessfully, but a technician has not yet reviewed the ticket.
- In Progress status indicates that the ticket has been reviewed by a technician and they are currently working on resolving the issue.
- Answered tickets have been addressed in some way by a technician and are awaiting more information before continuing or before marking the issue closed. If the customer does not respond to the ticket within 30 days, the ticket will be automatically closed.
- Closed status indicates the ticket has been completed and the issue has been resolved. You can still reply to a closed ticket for a certain period of time in case the issue re-occurs or a related issue arises.
- Scheduled tickets will wait in this status until they date they have been scheduled. Certain technical issues may require a ticket to be addressed at a specific time, such as a server reboot which is done overnight to avoid downtime. The ticket will move to the in progress status when started and will then be changed accordingly upon completion.
- On-Hold if a ticket is waiting for more information from a third-party or is held up for any other reason, it will be marked as on-hold. A ticket marked as on-hold is similar to scheduled with the difference that it will be answered in an undetermined amount of time. Additionally, a ticket may be placed into on-hold status if the customer billing information is incorrect or a service outage has occurred. In such case a notice will be placed in the ticket regarding any open invoices before the ticket can be answered.
- Customer-Reply anytime the customer responds to a ticket, the ticket will be placed into the customer-reply status alerting the technician that further information has been added to the ticket. A ticket can be placed into this status at any time, and even closed tickets can be replied to for a period of 30 days from the date it was closed. Whenever possible, it is best to reply to the ticket once the status has been changed to answered. Posting additional responses while the ticket is in Open status will cause the ticket to be reset in the queue leading to the ticket not being answered as quickly as it would have been originally. Replying to a ticket that is in progress may not be noticed as the technician is actively working on the ticket and will not see your reply until returning to the ticket screen.
