A support ticket will always have a status, these are set by the support engineer and are as follows:

  • Awaiting First Response – The ticket has just been created and is awaiting engineer attention
  • Awaiting Engineer Assignment - The ticket is in our work queue and is awaiting allocation to an engineer
  • With Support Engineer – The issue is being worked on by the support engineer, or is with our support team for further work
  • Awaiting Your Response - The ticket is now awaiting a response from the customer.
  • Awaiting Further Action – The issue is awaiting work by other teams
  • Awaiting Incident Report - Where an Incident Report / Root Cause Analysis (RCA) report is to be provided, the ticket will remain in this state until the report is ready.
  • Awaiting Port - Awaiting porting activity on a number or group of numbers
  • Awaiting Hotfix Deployment - A fix is due to be deployed in an upcoming minor maintenance release.
  • Customer Update Received - We have received your update and the ticket is awaiting further action by our engineers
  • With Development Team - The issue has been raised to our in-house development team. There will usually be a Development Case Reference displayed also
  • With Infrastructure Team - The issue has been raised to our in-house infrastructure team
  • With Product Team - The issue has been raised to our in-house Product Team, for example feature requests
  • With Senior Telephony Team - The ticket is awaiting assistance from our Senior Telephony Team.
  • With Third Party - The issue has been raised to a third party, such as one of our suppliers or vendors
  • With Carrier - The issue has been raised to one of our telephony carriers
  • With Success Manager - The issue has been raised to our Success Manager team
  • With Build Team - The request is with our Build Team, for example construction of new call flows
  • With Management - The issue has been passed to our Management team for review
  • On Hold Awaiting Software Release - The issue has been identified by our development team and is now awaiting deployment via a software release. You will be contacted when a date for the release is available
  • On Hold - No Response - We are not receiving responses to requests for information. These tickets will eventually be closed.
  • Project Work - The ticket is being progressed as part of a project.
  • Resolved (Complete) – The ticket is believed to be resolved. It will stay in this status for 48 hours before automatically moving to Closed
  • Resolved (Incomplete) – The ticket is believed to be resolved as far as we can take it, but the issue itself may still need further work, or the cause cannot be determined. It will stay in this status for 48 hours before automatically moving to Closed
  • Closed – The ticket is now closed