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Changes in ITRS Client Support Helpdesk Ticket Status

We want to share with our valued partners and clients that the ITRS Support team will apply changes to our Client Support Helpdesk ticket statuses beginning April 20th, Saturday, to improve our workflow and better serve you.

As the REQUESTER, the changes you’ll see are as follows:

• You will see “A****waiting agent pick up” as an initial ticket status for newly opened/raised tickets.
• Once our agents have acknowledged and started working on your ticket the status will change to “I****n progress”.
• The status will be “P****ending bug fix” for tickets waiting for code-level adjustments or corrections.

Tickets pending your response will still use the “Awaiting your reply” status and tickets that have been addressed will still use the “Solved” status.