We know how important it is to understand how quickly your query will be dealt with and what status it is at.
These two labels are the ones to look out for when reviewing your ticket, in addition to any notes or updates from our helpdesk agents. We have added explanations to each label to help you understand what each of them means.
Priority
By completing the relevant questions in the ticket form, the Helpdesk system will automatically assign the priority as follows:
| Urgent: "Sev 1' |
Response time: 1 hour. Resolution time: 4 hours. Defined as an outage preventing access to Jobtrain |
| High: "Sev 2' |
Response time: 4 hours. Resolution time: 1 day Defined as a significant fault or problem preventing completion of the recruitment process |
| Medium: "Sev 3' |
Response time: 1 day. Resolution time: 5 days Defined as a minor fault or problem that doesn't prevent completion of the recruitment process |
| Low: "Sev 4' |
Response time: 1 day. Resolution time: varies as required Not issues, but user guidance, access requests, change requests and questions |
Status
These statuses typically are used during the diagnosis phase, or after Jobtrain has responded:
| Open | The helpdesk is either due to (or is) reviewing your ticket. |
| Waiting on Requester | Waiting for you to reply to us |
| Waiting on Third Party | We are awaiting a reply from a 3rd party. Such as your advertising agency. |
These statuses become relevant if we need to perform a further task for you, usually by our technical department, such as an activation, fix, or config. change request.
Open - Service Task Actioned - Awaiting Deployment
Open - Service Task Deployed - Awaiting Testing
Open - Service Task Approved for Closure
In either case, if we believe the ticket is resolved it will show this status and will be accompanied by a message from us in the ticket thread:
This ticket has been Resolved
And then moved to this status:
Closed