1. Open #
- Meaning: The ticket has been submitted successfully and is awaiting action by the support team.
- Action Required: No action needed from you at this stage. The support team will review your request and respond shortly.
2. In Progress #
- Meaning: A support agent has started working on your ticket.
- Action Required: You may receive follow-up questions or updates from the support team. Check your email or the support portal for any messages and respond promptly if additional information is requested.
3. Awaiting Customer Response #
- Meaning: The support team requires more information or confirmation from you to proceed with resolving the issue.
- Action Required: Review the latest message from the support team and provide the requested details or feedback. This helps avoid delays in resolving your issue.
4. Resolved #
- Meaning: The support team has completed the work and believes the issue is resolved.
- Action Required: Verify that the problem has been fixed. If you still experience issues, reply to the ticket to reopen it.
5. Closed #
- Meaning: The ticket has been closed after the issue was resolved, or there has been no response from the customer for an extended period.
- Action Required: If you need further assistance or the issue persists, you can reopen the ticket by replying to it or submitting a new ticket.
6. Pending #
- Meaning: The ticket is waiting for an internal update or action by a different department within OzSpeed.
- Action Required: No immediate action required from you. The support team is working on it and will update you once there is progress.
7. On Hold #
- Meaning: The ticket is temporarily paused, often due to ongoing investigations or waiting for external factors (e.g., server maintenance).
- Action Required: You may not receive frequent updates during this time. Wait for the support team to notify you when they have more information.
8. Escalated #
- Meaning: The ticket has been escalated to a higher-level support team or specialist for further assistance.
- Action Required: No action needed from you unless the support team requests additional information.
9. Awaiting Migration Completion #
- Meaning: This status indicates that the ticket involves a website migration request, and the process is ongoing.
- Action Required: Wait for the support team to confirm that the migration is complete. You may be asked to verify the migrated site once the process finishes.
Additional Tips: #
- Check Notifications: Make sure you receive email notifications for updates on your support tickets. If you’re not receiving emails, check your spam folder.
- Provide Detailed Information: When responding to a ticket, include as much detail as possible to help the support team resolve the issue quickly.
- Follow Up: If you don’t see an update within the expected time frame, use Live Chat or call support to follow up on the status.
