Support ticket statuses

  • Last updated on: 2017-06-06
  • Authored by: Rackspace Support

After you create a support ticket, it can have one of the following statuses, depending on the work done on it:

  • New
  • Feedback Received
  • In Progress
  • Pending Customer
  • Pending Vendor
  • Pending Maintenance
  • Transferred
  • Solved
  • Closed

The following process explains how a ticket moves through these statuses:

  1. As soon as a Rackspace Cloud customer opens a ticket, it has a status of New.

  2. When a ticket has been placed in the Rackspace Cloud support team’s queue, it has a status of Feedback Received.

  3. After a ticket is reviewed by the Rackspace Cloud support team, it moves to the In Progress status.

  4. If the support team needs more information from the customer to fix the issue, the ticket might move to the Pending Customer status.

  5. If the ticket is waiting for an update or release from a vendor, the ticket might move to the Pending Vendor status.

  6. If the ticket is waiting for a maintenance window and is not being actively worked, the ticket might move to the Pending Maintenance status.

  7. If a ticket moves to another member of the support team, it has a status of Transferred.

  8. When Rackspace solves the issue, the status is changed to Solved.

  9. After a ticket has a status of Solved, a customer can move the ticket to Closed or reopen it, which changes the status to In Progress.

  10. If a customer does not explicitly close or reopen a ticket with a Solved status, the ticket automatically goes to the Closed status after a set period of time, depending on the nature of the ticket’s request.

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