Ticket statuses indicate the phase a ticket is in to track the progression of a request for both the agent and client. You can locate the status of you ticket(s) in the Requests section of the portal.
See below to understand what each status means:
- New - The request has been submitted and has not been assigned to an Xtend agent yet.
- Assigned - The request has been assigned to the proper agent to begin working.
- Working - The agent is actively working the ticket.
- Researching - The agent is researching information regarding the request.
- Need assistance - The agent needs assistance from a peer or supervisor.
- Awaiting your reply - The ticket is waiting for a response from you, the client.
- Waiting on agent - The ticket is waiting for the agent to respond.
- On-hold - Awaiting follow up from a 3rd party vendor.
- Solved - The ticket is solved, and you have 2 days to respond back to the ticket before the ticket goes into closed status.
- Closed - The ticket is closed and cannot be reopened.
- To reference a closed ticket, click "create a follow-up" beneath the closed ticket conversation. Once clicked, you will notice the closed ticket number being referenced in the new ticket request form.
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