What is the meaning and relationship between 'Waiting on Support' and 'Waiting on Customer'

Question

I am trying to figure out what is the meaning and relationship between 'Waiting on Support' and 'Waiting on Customer'? Suppose my ticket moves from "To Do" to "Under Review" for triaging the request and if I need some information from customer, from my interpretation, I will move it to "Waiting on Customer" but what is the use of "Waiting on Support"?

Fahad Siddiqui_ihrjma · Accepted Answer

@Amruta Pelapkar

Waiting on Support & Waiting on Customer this are two status.

You are correct related to status Waiting on Customer.

Waiting on Support :-

When the customer comments back then the issue transitions back to "Waiting on Support"

It can be taken as support is verifying the information provided by customer.

Though this transaction of status you can still keep any ticket unassigned or it can help in pausing your SLA.

Dirk Ronsmans · Accepted Answer

Hi @Amruta Pelapkar ,

My interpretation is as follows:

When you are working on a ticket (Incident/Service Request/...) you are in the status "In Progress".

The moment you need to get more information from a customer, you can ask them a question but it doesn't make sense to get penalized on your SLA if the customer takes more time to answer back so you move the ticket to "Waiting For Customer" (this can also be useful if a customer is on vacation for example)

When the customer replies to your question you don't want the ticket to go immediately back to "In progress" as you are not (yet) working on it. (and it might get lost in your queue) You just want to be notified that they responded and know it needs to be picked up again.

Hence it goes back to "Waiting for Support" as it is waiting to be picked up by an Agent. Here your SLA should resume as well as the client responded and the responsibility is back with the Service Desk.