---
title: "Support Ticket Guide"
canonical: "https://servicedesk.maxgeo.com/space/MAXGEO/1612185601/Support%20Ticket%20Guide"
format: markdown
---
|  |  |  |  |
| --- | --- | --- | --- |
| Application: | Other | Build Number: | ALL |

---

Our goal is to make the support process clear and efficient. This guide will help you understand each  
ticket status and what to expect as your request progresses. We also have some best practices for  
speeding up your ticket resolution.  
If you have any questions or need further clarification, feel free to reach out.

| **Ticket Status** | **Description** |
| --- | --- |
| **Waiting for customer** | Waiting for the ticket reporter to respond. |
| **Waiting for Support** | Waiting for a response from maxgeo on the ticket |
| **Waiting for Support** | Waiting for a response from maxgeo on the ticket. |
| **Job on Hold** | There is an agreed delay. |
| **Work in Progress** | maxgeo is currently working on this ticket and will provide regular updates. |
| **Resolution Suggested** | maxgeo has suggested a resolution or not heard back from the reporter in over 5 days. After a further 5 days the ticket will automatically be marked as done. |
| **Development Under Review** | maxgeo’s development team are reviewing the issue. |
| **Development in Progress** | Our Development Team has been assigned to resolve the issue. |
| **Development Waiting Release** | The Development Team has completed the fix. It will be part of the next software update. |
| **Done** | Ticket is closed. Further correspondence needs to be on a new ticket. |

**Tips to Speed Up Turnaround Time on Your Ticket**

- Only one topic/request per ticket.
- Send all requests through the Support Portal so they are not lost in a personal inbox.
- Include screenshots (where possible) of tasks you were doing when the issue  
occurred.
- If you are having reporting issues, check all data needed to populate the report  
exists in your database.
- If you need changes to permissions, licensing or account, include the account  
owner on the ticket.

To find out more about our support policy click [here](https://servicedesk.maxgeo.com/space/MAXGEO/1688141836/Maxgeo+Support+Policy+&+Ticket+Guide)