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Locusview Support Zendesk Ticket Statuses

  • Updated

Zendesk Ticket Statuses

1. Summary

This article aims to discuss the Zendesk ticket statuses that Locusview uses. Why do we use them, and what you can expect!

Not sure where to find your open tickets? Navigate to our help center. Sign in, and view your requests by clicking your profile in the top right and clicking my requests.

2. Statuses

  1. New
    • Indicates that no action has been taken on the ticket. After a New ticket's status has been changed, it can’t be set back to New.
  2. Open
    • Indicates a ticket has been assigned to an agent and is in progress. It’s waiting for action by the agent.
    • A ticket in Open status generally means that the ticket has been assigned, but work has not started on the ticket just yet
  3. Pending
    • Indicates the engineer has started working on the ticket. There are additional sub-statuses for this ticket type that indicate what court the ball is in
      • Pending Locusview
        • In this sub-status the ticket is pending the Locusview Support Team. This means that the Support engineer is actively working on a ticket and needs to provide an update on the ticket in accordance with our SLA.
      • Pending Customer
        • In this sub-status the ticket is pending the Customer, or the requester of the ticket.
        • This status is used to indicate that more information is needed, and Locusview cannot continue on the ticket until information is provided
        • Tickets in this status will automatically close if no response is received within 3 business days
      • Pending Development
        • This sub-status indicates that more work is needed, but a backend team is involved. At this point the ticket has been escalated outside of general support channels and needs escalation from Locsuview Developers or 3rd party personnel. The Locusview Support team is still required to give periodic updates in accordance with our SLA
      • Customer Verifying Solution
        • This sub-status is used to indicate that Locusview Support feels strongly that the issue is solved, but is giving the customer a chance to verify the resolution is acceptable prior to closing
        • Tickets in this status will automatically close in 6 business hours if no response is received.
  4. On-Hold
    • On-Hold is a status used to indicate the ticket is on a pause
    • This status is generally used when an item is delayed
      • Typically, this comes from situations where the requester has gone on vacation and wants to wait until they come back before continuing
      • It can also be used to indicate that the ticket will close when certain equipment is returned
  5. Solved
    • Indicates the agent has submitted a solution.
    • Tickets in this status can be reopened within the next 30 days by responding to the original request
    • After the 30-day period the ticket will moved to Closed and will be archived. 

 

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