Open Statuses

These statuses indicate that your ticket is being actively worked on or is waiting for further action:

1. Open: The ticket has been created and is awaiting attention. Our team has received your request, and it will be reviewed shortly.
2. Escalated: Your issue has been elevated to a higher level of support for resolution. This could mean it requires more expertise or attention from senior team members.
3. Customer Responded: The customer has replied to a previous inquiry, and we are now actively working to address the response.
4. Email: The ticket was either created or updated via email communication. We are reviewing the information provided through this channel.

On Hold Statuses

These statuses mean that action on your ticket is paused for some reason, and we're waiting on external factors before we can proceed:

1. On Hold: The ticket is temporarily paused. This could be due to needing additional information or awaiting a response from other parties (like the customer or a technician).
2. Under Review: Your ticket is under review, and our team is analyzing the details to determine the next steps or solution. This could take some time depending on the complexity of the issue.
3. Waiting on Customer: We are currently waiting for a response or further action from the customer to proceed with resolving the issue.
4. Waiting on Technician: The ticket is on hold while we wait for a kiosk technician to take action or provide input related to the resolution of the issue.
5. Waiting on ISP: Your ticket is on hold while we wait for the Internet Service Provider (ISP) to resolve the issue on their end.
6. Monitoring Solution: We are currently monitoring the solution or system performance to ensure that the issue is fully resolved. During this time, no additional action may be necessary.
7. On Hold - Waiting on HW Return: The ticket is on hold while we wait for hardware to be returned so that we can further troubleshoot or resolve the issue.

Closed Statuses

These statuses indicate that your ticket has been resolved or closed for other reasons:

1. Closed: Your issue has been resolved, and the ticket is closed. If you believe the issue persists or if there are additional concerns, you can reopen the ticket or create a new one.
2. First Call Resolution: The issue was resolved during the first interaction with the customer, and the ticket is now closed.
3. Duplicate: The ticket is a duplicate of an existing one and has been closed. If the issue is still unresolved, please refer to the original ticket for updates.
4. Spam: The ticket was identified as spam and has been closed. If you believe this was a mistake, please reach out to support for assistance.

Next Steps

If your ticket is marked with any of the above statuses, please be assured that we are working diligently to resolve your issue. If you ever have questions about the status or need further assistance, feel free to reach out to our support team. We're here to help!