Understanding your support ticket status

Learn about the different stages of your support ticket status and how to effectively track and manage them for efficient problem resolution.

Table of Contents

Status Tips and Best Practices FAQ

When you submit a support ticket to our team, it will go through several stages as we work to resolve your query. This article explains the different statuses used so you can easily track the progress of your request.

Each ticket status represents a specific stage in the support process - from initial submission to final resolution. Understanding these statuses helps you know what to expect and whether any action is required from you.

Status

New: Your ticket has been successfully received and is now in our queue. Our team will review it as soon as possible.
Waiting on Customer: We’ve sent you a message and are waiting for your response. Please check your JIRA portal for updates.
Waiting on Factorial: Our team is actively working on your ticket.
Escalated to Product Support: Your ticket requires specialized attention and has been escalated to our Level 2 support team for further investigation.
Escalated to Developers: Our engineering team is now working on a resolution.
SQL Review: For requests involving data reports, our SQL team is reviewing the feasibility of your request.
SQL Scheduled: Your report request has been approved and is now in the queue to be processed by our SQL team.
Implementing: Our team is currently creating your SQL report.

Tips and Best Practices

Always check the JIRA portal for the most up-to-date information on your ticket.
If your ticket is marked Waiting on Customer, respond promptly to avoid delays.

FAQ

How long will my ticket stay in “New”?
This depends on current support volume, but our team aims to address new tickets as quickly as possible.
Do I need to do anything when my ticket is “Waiting on Factorial”?
Answer: No action is required; our team is working on your request.
What happens if I don’t respond to a “Waiting on Customer” ticket?
Your ticket may be delayed or closed if we don’t receive the necessary information.
Will my ticket be closed automatically if I don’t reply?
Yes. By protocol, if we don’t receive a response within 5 business days (excluding weekends and only within our working hours, 9:00–18:00), your ticket will be closed.