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Tickets processing

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🌩️ Contents :

View ticket status

  1. In your request history, the status of tickets is displayed in the "Status" column.

Capture d'écran 2024-01-17 172001.png

You can filter on specific states.

  1. On a ticket, the status is displayed in the top right-hand corner:

Capture d'écran 2024-01-17 170436.png

Status meaning

Tickets follow a workflow. Each ticket has a status, which indicates which phase of the workflow it is in.

Dsecription

Ticket status

You have made a customer support request.

  • A new ticket is opened, and an agent is assigned to it.

OPENED

An agent has been assigned to process the ticket.

  • Other teams, such as developers and sales staff, can also be involved, depending on the problem.

ASSIGNED TO AN AGENT

A reply has been sent to you, and we look forward to hearing from you.

  • This can be an initial exchange to understand the problem, or an answer that directly resolves the ticket.

WAITING FOR CUSTOMER

The agent is waiting for a response from another internal department before finalizing the processing of the ticket.

ESCALATED

A resolution has been made and the ticket is awaiting your acceptance of the resolution reason.

  • The ticket can then be marked as Reopened or Closed.

SOLVED

You have confirmed acceptance of the problem resolution.

  • The ticket is considered definitively closed.

CLOSED

How tickets are prioritized

As soon as a ticket is taken into account, our agents assign a priority to your request, indicating its importance and the associated SLAs, i.e. the handling and resolution times to which we are committed.

We have 3 priority levels:

  • High A high-priority request has an immediate and significant impact on the customer's business. The incident severely disrupts productivity.

  • Average A problem that can be circumvented: average demand has a limited impact on the customer's business.

  • Low Low-priority request: a low-priority request is an anomaly or a non-blocking, non-urgent issue.

You can find more information about technical support on this page: https://meteorage.eu/technical-support

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