====== Support Labels ======
Author: Loughlin Moore


**Current Ticket Labels**

Admin

Customer Success

Development Required

Integration

Internal Request

On-site Visit

RCA Required 

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Author: Michelle McCausland

**Old Ticket Labels** 

Labels are added to tickets to add extra detail and classification to them. 

**Communication_Sent** 
This is added to a ticket when an item is awaiting response from customer but you are awaiting for clarification on an item for example.

**Development_Required**
This is added to a ticket that requires the creation of a development ticket in order to resolve. The dev ticket must also be linked to this support ticket.

**Incident_Investigation**
This is added to investigation tickets that are not full outages and do not require a formal RCA but some detailed info. Is required.

**Escalated_Priority**
This is added when a ticket requires a high level of priority. A support person assigned these tickets must treat it as their no. 1 priority above all else. See [[support:what_is_escalated_priority|What is Escalated Priority?]] for more information about this label.

**Unresolved_Pending_Development**
This is added to tickets that are not fully resolved until the development ticket has been resolved. The addition of this label allows the closure of the associated support ticket.

**Ticket_Approved** 
This label is added to a support ticket to denote that work has been approved for this item. If a ticket is in the Pending Approval state, work cannot begin on the ticket until it has been approved by the customer.

**Approval_Denied** 
This label is added to a support ticket to denote that work has not been approved for this item. The customer will notify support that work is not approved on a support ticket. This label is added to the ticket before closing the support ticket.