Ticket Status Definition

  • When a request is created, status of new request is marked as ‘New’. Once the agent responds with acknowledgment, it becomes either ‘Open’ or ‘Pending’. When the issue is resolved, the status becomes ‘Solved’
  • Open: Agent is working on the request
  • Pending: Agent is waiting for Customer to perform or provide the further information
  • On Hold: Agent is waiting for a third party
  • Solved: Request has been fulfilled
  • Closed: Requester can close the ticket upon the request is fulfilled. Any ticket that are solved for 10 days will be automatically close by the system
  • Any ‘Pending’ requests that are not responded by the customer within 5 days are subject to close (Solved)
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