Arcus Support Pipeline - Ticket Status
Ticket Status definitions
- NEW - customer success will do the triage
- REVIEW - customer success will validate request against customer contract If someone is asking for a new data feed, is this part of their contract? if yes, then we continue, if no, then we need to involve sales before proceeding.
- REQUIRE CLIENT INPUT - customer success will clarify commercial or what is the issue which will help them identify onboarding / training needs. If neither and seems like a bug then transition this to customer support
- IN QUEUE - Customer success will do the handover to customer support
- IN PROGRESS - Customer support review the ticket in further detail, and validate whether it is a bug or a new feature request to push the ticket to JIRA for products to plan around it
- NEW FEATURE REQUEST - This is to inform the customer that the item has been marked as new feature request and will be added to our products backlog. The estimated time of completion of this is to be determined and cannot be guaranteed. Customer Support and Customer Success will need to negotiate with customer some workarounds or put the ticket CLOSED, ONHOLD or CANCEL IT
- MARKED AS BUG - This is to inform the customer that the item has been marked as a bug and will be added to our products backlog. The resolution time of this is quicker.
- CLOSED - this is used when the ticket has been completed
- ON HOLD - this is used when a customer would like to wait until a release is completed for an item market as BUG or as a NEW FEATURE REQUEST to be released soon
- CANCEL - this is used when a ticket does not meet contractual agreements, did not get commercial alignment with customer to increase SLA or something similar, or simply the customer found a workaround themselves, and decided to cancel it.