Author: Loughlin Moore
Current Ticket Labels
Admin
Customer Success
Development Required
Integration
Internal Request
On-site Visit
RCA Required
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 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.