Support Dashboard
Metropolis Group
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Total Tickets
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Closed
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Open
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On Hold
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Resolution Rate
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Status Guide
— what each ticket status means
| Status Label | Meaning |
|---|---|
| New / Open | Logged, not yet triaged |
| Acknowledged | Reviewed and confirmed valid; work not yet started |
| Issue Identified | Root cause and scope determined |
| Critical - In Progress | Actively being fixed for immediate hotfix deploy |
| Queued for Bundled Release | Classified Standard, fix pending or complete, waiting for next release window |
| Resolved - Pending Deployment | Fix complete and tested, awaiting the deployment window (hotfix or bundled) |
| Waiting for Client Response | Blocked pending information or confirmation from the client |
| On Hold | Outside standard support scope (e.g., requires a Change Order), or needs further clarification before work can begin; queued to review with client |
| Closed | Resolved — either confirmed live in Production (deployed), or resolved without a deployment (question answered, KB article updated, etc.) |
Tickets by Month
Opened, closed, and remaining open
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Current Status
All tickets
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Monthly Summary
Opened · closed · resolution rate
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Ticket Categories
Classification breakdown
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Support Tickets
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