What do the different statuses mean?
To keep you informed of the current state of your ticket, we assign different statuses to the ticket as it progresses. The table below outliners what each means, and if the timer is on. If the timer is on - this means that it counts against our SLA target, if it is off, it means we do not count time in this status towards our SLA targets. This is because we often cannot control the wait due to external influences.
| Status Name | What does this mean? | Is the timer on? |
| Open (Being Processed) | The ticket has been logged, a technician will pick up the ticket, assess and begin working on it. | Yes |
| Pending | The ticket has been picked up but we are not currently working on it | Yes |
| Resolved | The ticket has had a resolution sent which we think will fix the issue. You will get an email to confirm all is fixed after 72 hours. | No |
| Closed | This issue has been closed following the 72 hour period | No |
| Waiting on Customer (Awaiting your reply) | We have sent you updates, and require your response to progress the ticket. You will get a reminder after 24 and 72 hours to provide your response, if we don't hear from you, your ticket will be automatically closed. Just reply to reopen. | No |
| On Hold for Customer | We have sent you updates, and are waiting for your response to progress the ticket. There will be no standard reminder sent out to you on this status and the ticket will not auto close. | No |
| Waiting on Third Party | We are waiting on a third party to action a task on their end. The timer is paused as we are working on a third parties timings. | No |
| Requires Site Visit | We have determined that this ticket requires a site visit by a technician. The ticket has been identified as it not being possible to complete remotely. | No |
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