🎯 Understanding Ticket Statuses in Mindspark Technologies Support Portal

    Each support or development ticket moves through different statuses, helping you track progress at every stage.

    Here’s what each status means and what you can expect.

    ✅ Status Definitions

    🟢 New

    📝 Definition:
    Your ticket has been submitted successfully and is awaiting review by our support or development team.

    • No action is needed from you at this time.
    • Our team will review and assign the ticket shortly.
    • All tickets will initially be set as New, until reviewed and validated by support agents, once check and found to ba a valid request, the status will be set to Open by the support agent, indicating the acceptance of the ticket.

    🟡 Open

    📝 Definition:
    The ticket has been reviewed and assigned to a team member who is preparing to work on it.

    • Work may not have started yet, but it is queued and prioritized.
    • If you feel that the ticket is stagnant in the Open stage and not progressed to either In Progress or other statuses, you can escalate this ticket via email or other suitable channels to the appropriate project  contact.

    🔧 In Progress

    📝 Definition:
    Our team is actively working on your ticket.

    • This may include investigation, development, or support resolution tasks.

    📌 What You May Expect:

    • Regular updates as the team works through the issue/request.
    • You may be contacted for clarifications or additional details, if required.

    ✅ Nearing Completion

    📝 Definition:
    The development work is complete, and the team is now testing and performing bug fixes.

    • Approximately 90% of the delivery work is done.
    • Final checks and quality assurance are ongoing before release or handover.

    📌 What You Can Expect:

    • Potential requests for test feedback from our team.
    • Delivery or deployment is almost ready.

    📝 Customer Review & Close

    📝 Definition:
    We’ve completed the work and are now requesting your review.

    • This is the stage where you can test and confirm whether the solution meets your expectations.
    • Typically customer are provided 3 days to review and either provide feedback or accept changes that  were delivered. For Complex Delivery items 7 days will be provided. 
    • The system will automatically set the Close date (either 3 or 7 Days), System will send out an email in the last 24 hours of the Review period as a reminder. 
    • If customer doesn't take any action, the system will automatically close the ticket as completed / closed.
    • Any changes mentioned after the close of the Review period will mean all feedback will be taken as Change Request (may be billable). 
    • Customer MUST provide feedback with Review period or deliverable will be considered as accepted by Customer  with no feedback which implies acceptance of the deiverables AS IS.

    📌 What You Should Do:

    • Review the provided work or solution.
    • Confirm whether everything is working as expected.
    • Provide final approval or request any final changes within Review Period.

    🟣 Closed

    📝 Definition:
    The ticket has been successfully resolved and closed.

    • No further actions are needed.
    • You can reopen the ticket by replying if you believe the issue is not fully resolved within Review Period. Exceeding the Review Period mean the feedback will be considered a Change Request.

    🟠 On Hold

    📝 Definition:
    Work on this ticket is temporarily paused.

    • This could be due to awaiting input from your side, dependencies, or scheduling conflicts.

    📌 What You Can Expect:

    • A note explaining why it’s on hold.
    • Once the blocker is cleared, the ticket may resume progress.

    ⏰ Pending Reminder

    📝 Definition:
    We are waiting for your response or confirmation.

    • This status acts as a reminder that we need input from you before we can proceed.

    📌 What You Should Do:

    • Provide the requested information or feedback.
    • Without your response, we may not be able to continue work on your ticket.

    💡 Estimate Provided

    📝 Definition:
    Our support or development team has analyzed your request and provided you with an estimate for the work involved. Typically this Estimate is provided within the same Ticket.

    • This could include timeframes or costs, or effort estimates.

    📌 What You Should Do:

    1. Review the estimate carefully. Then
    2. You’ll see an "Approved" dropdown enabled on your ticket:
      • Select Yes to approve the estimate.
      • Once approved, the ticket will automatically:
        • Be converted into a Task : New Request
        • And moved into a New status
        • It will then be assigned to the support or development team to begin work.

    📝 Note:

    • Approval is required to proceed with implementation.
    • If you have questions about the estimate, please reply to the ticket before approving.

    ✅ Quick Overview of Ticket Status Flow

    1. New → Ticket submitted and awaiting review.
    2. Open → Ticket reviewed then assigned and queued for action.
    3. Estimate Provided → Waiting for your approval of the work estimate.
    4. In Progress → Active work (development or Support) is being done.
    5. Nearing Completion → Development complete, testing & fixes ongoing.
    6. Customer Review & Close → Delivered for your review. Customer Must provide feedback within Review Period.
    7. Closed → Resolved and closed after confirmation.
    8. On Hold / Pending Reminder → Awaiting external action or input.

    ✅ What You Can Do at Each Stage

    Status Your Action
    New No action needed. (If status is stagnant for days, please escalate).
    Open No action needed unless requested.  (If status is stagnant for days, please escalate).
    Estimate Provided Review & approve or provide feedback.
    In Progress Provide clarifications if requested.
    Nearing Completion Prepare to review soon.
    Customer Review & Close Test & confirm; request final changes if necessary WITHIN Review Period.
    Closed Ticket is complete. Reopen by replying (email using the same ticket thread) if needed.
    On Hold Provide missing inputs (if required) to resume progress.
    Pending Reminder Respond with requested information to avoid delays.

    ✅ Need More Help?

    If you have questions about your ticket status or next steps:
    📧 Email: support@mindsparktechnologies.com
    📚 Visit our Help Center: https://ticket.mindsparktechnologies.com/help/en-us/6-general


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