What are the definitions of the Case Statuses?

Case Status

Definition

New

The case has been created and entered into the system. The case is awaiting assignment to the appropriate Paytronix Support representative.

Open

The case is open and being actively worked on by Paytronix Support.

Customer Replied

The case has been responded to by the customer.

Jira Updated

Paytronix Support has engaged our Product and/or Engineering team and an internal ticket, called a Jira was created. This status indicates some movement on that ticket for Paytronix Support to review.

PX Action Required

Paytronix Support needs to take action on the case.

Requirements Gathering

Paytronix Support is actively working with the customer to define the work being requested.

Waiting on Customer

Paytronix Support is awaiting information from the customer or from a 3rd party working with the customer. Paytronix Support has provided steps to troubleshoot, recommendations to resolve the case, asked additional questions to gather information about the case, or sent follow-up emails to see if the case was resolved.
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This status can also be used if Paytronix Support is waiting approval from customer on a scope of work that they have prepared.

Working with Partner or Internal PX

Paytronix Support is awaiting information from a Partner, like Toast, Olo, etc. OR someone internally at Paytronix who has a required deliverable.

Building/Internal Testing

Paytronix Support is actively building and testing a configuration.

User Acceptance

Paytronix Support has provided recommendations to resolve the case, or sent follow-up emails to see if the case is resolved or if a configuration has been tested, approved and ready for go-live.
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Paytronix Support is awaiting confirmation from the customer that the case can be closed.

Feature Enhancement Request

The case has been deemed a new feature or a suggestion for modifications to existing features and request has been created for our Product Team. This may result in a future change or clarification of the feature via documentation or product.

Re-Opened

The case has been closed in the past and the customer has added a new email response. The case is awaiting a response from Paytronix Support.

Closed or Complete

The case has been addressed or there has not been a customer case response following the standard support update sequence of contacting the customer. A customer may receive a case survey when set to a closed status.