What are the meaning of the ticket status?

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 Support opens the ticket. This lets you know that the ticket is being looked at by Support. In this stage we look at whether we can replicate the error on our end and whether we have all the information needed to pass it on to IT to look at and investigate. This is the visitation/screening phase.

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 it is passed on to IT.

In Progress - IT has all the information needed and is investigating the issue generally. Looking at whether it is an error or another issue (customer’s settings for example).

Awaiting Development - An error has been identified and has to be fixed. The ticket will be on this Status while IT is working on the issue.

Ready for release - The Error has been fixed but has not been deployed yet. It still needs testing and will first be released in the next deploy.

Resolved - The deploy has been released and the issue is fixed. Ticket is now closed.

Feature Suggestion - If the ticket is about a future idea of how to optimise processes 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 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.