When you submit a support ticket in Jobvite, your ticket is routed to a support agent to be worked on. During this process, your ticket may go through different statuses before the issue is resolved and closed. The following are the different statues you may see and what they mean:
A New ticket status means a ticket has just been created and not yet assigned to a support agent. Because our system automatically routes all tickets, your ticket should not sit in this status for long.
An In Progress status means an agent has been assigned your ticket and is reviewing for a solution.
Engineering - In Progress
Engineering - In Progress status means this ticket has been escalated to our engineering team for review.
Awaiting Your Reply
When a ticket is Pending, this means we are waiting on a response from the ticket requester. If you see your ticket is pending, please be sure you have responded to support about the issue. Once a response is collected, the ticket will move back to open for support to work on.
Customer Update Received
Our support team has received your message and will review.
Engineering - Fix Date Identified
Our engineering team has identified a fix for your issue, and a date has been set for release. This will be communicated to you by our Support team.
Your request requires a config change or is outside the scope of our Support team and we will need to determine the scope of the work and any associated costs. Your account management team will reach ou to you once this is complete.
A Solved status means we have solved the ticket request. The ticket will remain in this status until the ticket requester responds confirming it is solved, or for 7 days, whichever comes sooner. After 7 days or a response, the ticket will automatically get moved to closed.
A Closed status means the ticket is complete and support is done working on the case.
Note: you have 28 days from the closed date to reopen a ticket if needed.