Status	Description	Support Stage	Ticket Owner	Communication Owner	Notes
PS Review	Ticket has been assigned to an agent and next steps are being determined.	New Ticket	Product Support	Product Support	A ticket will also revert to this status as the linked JIRA is updated so that the agent can stay up to date on issue status.
Open	Product Support has taken ownership of this ticket and are working toward a resolution	In Progress	Product Support	Product Support
Waiting on Customer	Customer has been contacted about the issue and ACME Product Support is awaiting a reply before proceeding.	In Progress	Product Support	Product Support
Waiting on Third Party	Third party vendor has been contacted about the issue and ACME Product Support is awaiting a reply before proceeding.	In Progress	Product Support	Product Support
Resolved	Product Support has completed the work required to close the ticket.	Resolved	Product Support	Product Support
PUR Filed	Product Support has created a purchase order and logged it with the ACME operations team.  PUR ticket should be linked to the ticket.	In Progress	Operations	Client Services
Provisioning	Product Support has received the equipment at ACME HQ and is in the process of preparing it for deployment to the client site.	In Progress	Product Support	Client Services
Shipped	Equipment has been shipped to the client site.  Tracking information should be attached to the ticket	Resolved	Product Support	Client Services
Investigation Needed	ACME Product Support is unable to determine the root cause of this issue and is passing it along to Engineering for further investigation.	Resolved	SWAT/Engineering	Product Support	Note: This status is to be used sparingly as it requires development capacity to investigate and prevents other tickets from being addressed.
Bug Filed	Product Support has been able to reproduce the issue and has created a ticket in the Engineering backlog	Resolved	SWAT/Engineering	Client Services	All tickets marked as Bug Filed must have link to a JIRA ticket that adheres to the Bug Filing Standards
Enhancement Filed	Product Support has documented the enhancement request and create a ticket in the Engineering backlog	Resolved	SWAT/Product Management	Client Services	All tickets marked as Enhancement Filed must have link to a JIRA ticket that adheres to the Enhancement Filing Standards
Ticket Filed	A placeholder status so Product Support can continue to monitor a ticket as the linked JIRA is updated.	Resolved	SWAT/Product Management	Client Services	This filed was created so that the client is not constantly alerted every time a ticket is changed from PS Review>BugFiled>PS Review>Bug Filed
CSM Project	This ticket is beyond the scope of a Product Support task and will require the CSM to get involved.  Examples include: in-depth training, feature launches, additional sales terminal planning, restructuring of business processes/procedures, etc.	Resolved	Client Services	Client Services
Referred to Specialist	Similar to CSM Project but designated for CS Consultant work instead of the CSM. Example includes Salesforce, White Label, and API related questions or issues.	Resolved	Client Services	Client Services
Scheduled for Work	Product Support has confirmed with the client what task needs to be performed and will take action at the scheduled time. Examples include waiting for a specific time to complete a task or waiting on a dependency to be executed.	In Progres	Product Support	Product Support
Closed	Ticket resolved by Product Support and was closed by the system.	Closed	Ticket Complete - No Owner	Ticket Complete - No Owner
Pending	DO NOT USE - Freshdesk Default Status	NA	NA	NA	DO NOT USE - Freshdesk Default Status