Solid Select vs Solid Unlimited: Which Managed IT Plan Is Right for You?
What every Managed IT plan includes, how Solid Select and Solid Unlimited differ, and how to choose.
Read the guide →Ticket statuses in short
Every Solid Systems support ticket has one status at a time, from New to Complete. "Waiting Customer" means we need your reply before we can continue: if you don’t respond after a reminder, the ticket may close automatically, unless it is marked DNC (Do not Close).
As the ticket makes its journey through the ticket system to the point of closure, it changes ‘status.’ A ticket in our system will always have one of the following statuses:
- New: The ticket is recently created, and for a new issue.
- In Progress: A technical resource is working on the ticket (onsite or remote).
- Reopened: The ticket has been reopened by the customer or Solid Systems.
- Scheduled Onsite: An onsite service call has been scheduled and confirmed by the customer.
- Scheduled Remote: A remote service call has been scheduled.
- Escalate: Ticket has been escalated either to a different queue or resource.
- Waiting Customer: Solid Systems are waiting on a customer’s response before we can move the ticket forward. If no response is received, after a notification to the customer, the ticket may be closed automatically.
- Waiting Customer DNC (Do not Close): Waiting on the customer before we can move forward on the ticket; ticket will not be closed automatically.
- Waiting Supplier: Waiting on an external supplier before we can move forward on the ticket.
- Waiting Management: Waiting on Solid Systems management before proceeding.
- Complete: Ticket is resolved.
You can check the status of your tickets in the Customer Portal.
Frequently asked questions
What does "Waiting Customer" mean?
We need a reply from you before we can move the ticket forward. If we don’t hear back after a reminder, the ticket may be closed automatically.
Will my ticket close if I don’t reply?
It may, after we have notified you, unless it is marked "Waiting Customer DNC (Do not Close)".
Where can I see my ticket’s status?
In the Customer Portal, which shows your recent and completed tickets.