Request Status Guide #
Request statuses represent where a request is in the support workflow. Using statuses consistently helps teams track work accurately and ensures customers see current information in the portal.
Status Definitions and When to Use Each #
| Status | When to Use |
|---|---|
| New | Request has just been created; no one has reviewed or acted on it yet |
| Assigned | A staff member has been designated to handle the request but work has not started |
| In Progress | Active work is underway; use this whenever time is being logged |
| On Hold | Work cannot continue; waiting for customer response, a third party, or a scheduled maintenance window |
| Completed | Work is fully resolved and the customer has been informed; no further action required |
| Cancelled | The request is no longer needed; the customer withdrew it or it was a duplicate |
Status Change Notifications #
Status changes can trigger email notifications to the customer. The following notification types relate to status:
request-assigned– Sent when a request moves to Assigned statusrequest-status-changed– Sent on any other status change (configurable)request-completed– Sent specifically when a request is marked Completed
All three notification types can be independently enabled or disabled in Services > Settings > Notifications.
SLA and Status #
SLA response timers stop when a request is acknowledged (assigned or moved to In Progress). Resolution timers stop when a request reaches Completed status. Requests in On Hold status have their SLA timers paused, meaning hold time does not count against resolution targets.