When you send a support case we handle it and try to work on a solution.
Here are the different status of a support ticket and the meaning of each.
New Incident - The ticket has been submitted to HubSpot, it hasn’t been looked at yet by the Support Team.
Follow up - This Status is put on the moment someone from the Support Team opens the ticket. This lets you know that the ticket is being investigated by the Support Team and IT. In this stage we look at whether we can replicate the error on our end and whether we have all the information needed to investigate. This is the visitation/screening phase.
Feature Suggestion - If the ticket is about a future idea of how to optimize matters or an addition that is wished for, it is put on this Status. This comes into a separate pipeline that is looked at by the MI team frequently. If the team has decided about the suggestion, the ticket will receive one of the below statuses.
Waiting for reply - If we do not have all the information needed to pass on to IT, we will ask you for the specific information (for example needing a user’s e-mail address). We will wait for you to revert with the information before we can continue with the investigation.
If the ticket status is marked as "Waiting for Reply," and the Support Team does not receive a response within 14 days, the ticket will be automatically changed to "Resolved."
Awaiting Development - An error has been identified and has to be fixed. The ticket is moved to the pool of tickets which await the development of a fix.
In Progress - Under consideration of priorities and urgency, the IT is planning their sprints. When a ticket is moved to this status it means a fix is actively being developed and tested. It is likely to be included in the next deploy.
Ready for release - The Fix has been developed and tested. It will be deployed in the next release. We will inform you about upcoming releases on the Partner Dashboard.
Resolved - The deploy has been released and the issue is fixed. The ticket is now closed. / The Feature Suggestion has not been approved and the ticket is closed.
If you believe that your support case does not have the right ticket status feel free to write to us in helpdesk@master-hr.com and give us the Ticket ID number.