Open - This ticket is open and requires a response from a member of the NLS Team.
Pending - This ticket has been responded to, but is awaiting further action from a member of the NLS Team, that is not technical related.
Resolved - There was an issue with the product discussed in this ticket and their issue(s) have been resolved. No further action is required from our team.
Closed - This is a ticket that requires no further involvement from our team. We have answered the customers questions or moved the conversation to an eMail chain.
Waiting on Customer - We have responded to the customer's message and are awaiting their response to move the conversation/warranty support forward.
Waiting on Third Party - In order for this ticket to move forward, we are awaiting a response or action by a third party.
I.E. Receiving a Shipping Quote from Echo, A Service Company deliver service to the client, Etc.
Awaiting Technical Advice - We have responded to the customer's initial message, we have alerted the technician that their input is necessary on this ticket, and we are waiting on the technician's input to move this ticket forward.
Needs Follow-Up - We need to send a follow-up message to this customer. Tickets are automatically moved to this status. It should not be Manually moved to this status