You may prefer to see a subset of your tickets. Here are the statuses you can view…
Ref
Summary
Status
Nothing is being worked on right now; everything’s either wrapped up or waiting on the next step.
We receive your request
As soon as you email or call us, we log your request with its own reference number. Keep this handy if you need to follow up or add anything.
One of our team members reviews your request and finds the best way to help. If it’s quick to fix or answer, we’ll often sort it out right away.
We plan the work
If it needs more time, we’ll either book it in with an engineer or, if it’s urgent, treat it as a priority. We may pass bigger jobs to a senior team member.
We get to work
We carry out the work to fix your issue or answer your question. Some jobs are done in stages, and we’ll keep you updated as we go.
Waiting on you or a supplier
We confirm what we’ve done and ask you to check that everything is working. If it isn’t, let us know, and we’ll pick it back up right away.
Resolved and checked
We let you know what we’ve done and ask you to check that everything is working. If something isn’t right, just reply, and we’ll pick it back up right away. If we don’t hear from you, your ticket will close automatically after two weeks.
