Support Cases go through many phases (investigation, diagnosis, defect identification, defect verification, development, etc.), they can be handled by multiple teams (Support, Development, Product Management, etc.), and include communications between our analysts and the customer. The Status field allows us to give customers (and staff) a quick indication of where the case stands at any particular moment. Primary Case Statuses - New: Initial status for all new cases.
- In Progress: Our Support teams are investigating the case.
- Pending: Waiting for external input or actions. Common sub-statuses include Customer Input, Development, Scheduled Support Service and Third Party Provider.
- Awaiting Customer Confirmation: Support has provided a response to the Case that we believe answers your questions or addresses a problem that you reported.
If you feel that the response provided by Support does not address your problem or question, please add a Comment to the Case to indicate what further inquiry is needed. - Reopened: If a customer adds a comment to a Case that was in Awaiting Customer Confirmation, this status notifies support to continue the investigation.
- Update Received: When customers respond to a request for additional information, this Status notifies Support that you are waiting for us to process the new information and continue our investigation..
- Closed: Your Case has been closed. If you are still experiencing the problem described in the Case or it has reoccurred, please use the "Clone Case" button to report any required work.
Pending Sub-Statuses
When a case is set to Pending, a sub-status must be selected to specify the reason: - Customer Input: Support has requested additional information to investigate the Case. Further work on the case is pending a response from the customer.
- Development: Awaiting a fix or investigation from software engineering.
- Scheduled Support Service: a service has been scheduled for the customer. (Upgrade, for example).
- Third Party Provider: Awaiting a response from an external provider.
Automation and Notifications - Auto-Close: Cases in Awaiting Customer Confirmation auto-close after 14 days; cases in Pending - Customer Input auto-close after 28 days.
- Reminders: A reminder is sent to the customer after 7 days if a case is in Pending - Customer Input.
- Notifications: Customers receive immediate notifications for Awaiting Customer Confirmation and a notification one day after a case is Closed.
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