We will roll out several new statuses this weekend to clarify the status of active support tickets. Below are definitions of each status.
New - A ticket will remain in this status while it is initially assigned and reviewed by our team. We may request additional information before we can get started providing a solution or routing the ticket for further assistance.
With Support - This status indicates the support team is actively working on the ticket.
Working With Dev Team - This status is used when the support team needs some level of assistance from the development team. We may request additional information from you during this status.
Pending Deployment - When a ticket requires a code change from the development team, this status indicates that work is complete and is in the final stage.
Canceled - Tickets in “With Customer” for two weeks will be automatically canceled.
Resolved - The best status!
With Customer - When we are waiting for feedback from you, the ticket will be in this status. When you comment back on the ticket, it will automatically transition to “With Support”.
With Product Team – When a ticket requires assistance from the product team for a core change to the EthosCE product.
We hope these changes will help you understand where your tickets are in our process. Thanks for being an EthosCE customer!
@Joel - this is great. Thank you! Question - something that @claffey/the EthosCE team is aware of is that even though I have notifications turned on for a ticket, they get turned off when someone replies or changes the status. Therefore, I don’t always know when a ticket has been responded to by the EthosCE team - and relative to the “Canceled” status, sometimes it will be 2+ weeks before I know that a ticket has been replied to because something happens and notifications are turned off. Will there be another way I can be sure any tickets we have outstanding don’t get canceled because notifications were not received? (You can see my interaction with @claffey in this unrelated ticket: Jira Service Management).
Hi Joel - Thank you for posting this information. It’s nice to have a legend to follow!
I do have a question concerning timelines. I noticed that we have a timeline for responding to support staff before a ticket is canceled. But is there a timeline for how long it will take support staff to provide ticket feedback?
For example, I have a ticket in “Working with Dev Team,” but it’s been in this status since June. I asked for an update in August and am still waiting to hear back.
We would appreciate receiving updates, even if it’s just to let us know that the team needs more time!
I would like to agree with the points made above. It would be helpful to receive notifications about changes to our tickets or updates on their status in the process.
Hey Leslie,
I have been doing some research on these notification settings and I have not been able to get the notifications to turn off as a result of status updates, ticket assignment, or comments on the ticket. I received 9 different notifications through the process and checked the portal each time to ensure the setting was still set to “on”. Do you have any insight into what may have triggered this to be disabled in the past? If we can determine what triggers the issue, we can set up a custom notification as a work around. Please let me know your thoughts because we want you to be aware of any updates. Thank you!
Hey Genesis,
I’m glad to hear you think this update will be helpful in understanding where your tickets are with our teams, and thank you for taking the time to provide your feedback on our automation and updates on tickets.
The automation we have in place that closes tickets that have been in “With Customer” for over two weeks in not meant to punish inactivity in any way, and we will always reopen the ticket if requested. We have this automation in place because we realize that some customers are not in Jira as often as we are and may not come back to close a ticket once they get their answer. We consider basic housekeeping.
We are working as a team to provide more updates on tickets where we may not have a substantial update, but want to keep you in the loop. Hopefully you will notice this going forward.
We are also working with the product and engineering teams to identify configurations within the system that can be moved from code-based areas to screens where support can make changes. This should result in quicker resolution for certain requests, and more time for our engineering team to work on those tougher tickets.
Again, thanks for your participation, and for being an EthosCE customer for so long!
Thanks! The only trigger that I know of is that whenever someone – in this case, me or CariAnne – replied to the ticket, the notification button on the top right of the page went from “on” to “off.” I always turn them on; the ticket that CariAnne and I were working on had them turned “on” and after some time she reached out to me to ask about the ticket since she had commented on it and I never replied. I went back into the ticket and the notification slider was “off.”
I keep a separate running list of my tickets that I check weekly to ensure I don’t miss any updates – so I’ve got a workaround in place. And I honestly can’t say if it’s happened since or on another ticket, so I guess we’ll just have to wait and see!
