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Waiting For Support - This is the initial status of all Tickets. This status indicates a new ticket has been opened and has not been assigned to a customer support engineer. Once an engineer it assigned the Ticket, the status should transition to In Progress. Technically the initial status of a Ticket is Open but our ticket automation immediately changes the status to Waiting For Support.
In Progress - This status indicates that the assigned customer support engineer is actively investing the issue or request presented in the Ticket.
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