Ticket Status

Tickets have different status indicating the whether or not ticket has been handled and how it is being handled. A ticket can be either: New, Open, Pending, Solved, or Closed.

• *New: * No one has touched this ticket yet. Read it and solve it. Refer to the flow chart on how to handle it.
• Open: Someone has touched the ticket and they are currently working on resolving the issue. The ticket will usually have an assignee on it, indicating who is working on. You should not have open tickets at the end of your work day, is so address it first thing the next day.
• Pending: Someone has open and responded to the ticket, now they are awaiting the requestor’s feedback. This commonly used when the support rep needs more information on the issue.
• Solved: The issue has been resolved, and the requestor will more than likely not follow up with more comments.
• Closed: The ticket has been solved, and locked; now more actions can happen to that ticket. A solved ticket usually takes 3 days to become closed.

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