Support ticket statuses

  • Last updated on: 2016-01-15
  • Authored by: Rackspace Support

To see how to create a Rackspace support ticket, see Getting Fanatical Support - Tickets.

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 seen by a member of Rackspace Cloud support team, 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 or Solved 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 pending an update or release from a vendor, the ticket might move to the Pending Vendor status.
  6. If the ticket is pending 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. 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.
  9. If a customer does not explicitly close or reopen a ticket with a Solved status, the ticket automatically goes to the Closed status in seven days.

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