Support Ticket Progression
- Tom Williams
Seq | Status | Definition |
|---|---|---|
1 | Submitted | |
To Do: The most common next status. In Progress: The ticket has been assigned but work is expected to span multiple days. Waiting for Customer: There are questions that must be answered before the ticket can be assigned. Customer Approval: The work has finished (for relatively simple support issues). Resolved: The customer has confirmed it is finished or has indicated it can bypass Customer Approval upon completion. Closed: Unlikely but possible. | ||
2 | To Do | |
In Progress: The most common next status. Waiting for Customer: There are questions that must be answered before the ticket can be assigned. Customer Approval: The work has finished (for relatively simple support issues). Resolved: The customer has confirmed it is finished or has indicated it can bypass Customer Approval upon completion. Closed: Unlikely but possible. | ||
3 | In Progress | |
Waiting for Customer: There are questions that must be answered before work can continue. Customer Approval: The work has finished (for relatively simple support issues). Resolved: The customer has confirmed it is finished or has indicated it can bypass Customer Approval upon completion. Closed: Unlikely but possible. | ||
4 | Waiting for Customer | |
In Progress: The questions have been answered and work can continue on the ticket. Waiting for Customer: There are still questions that must be answered before work can continue. Customer Approval: NLP believes the work has finished. Resolved: The customer has confirmed it is finished or has indicated it can bypass Customer Approval upon completion. Closed: A resolution is not possible. | ||
5 | Customer Approval | |
In Progress: The customer has indicated the ticket is not ready to be resolved. Resolved: The customer has confirmed it is finished or has indicated it can bypass Customer Approval upon completion. | ||
6 | Resolved | |
7 | Closed | |