[support]Update contacting-cloudflare-support.mdx #21661
Conversation
Added the case status field.
CFSeiya
requested review from
a team,
TracyCloudflare,
ngayerie and
zeinjaber
as code owners
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| - New - This default New status is for all new cases | ||
| - Open - The Open status signifies that the case has been responded to by us, and the customer has replied, necessitating further action and response from Cloudflare | ||
| - Escalated - The Escalated status is designated for cases that have been escalated to our engineering team. | ||
| - Pending Customer - The Pending Customer status applies to a ticket when Cloudflare have responded to a customer and are awaiting their reply. |
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Please change ticket to case.
| - Escalated - The Escalated status is designated for cases that have been escalated to our engineering team. | ||
| - Pending Customer - The Pending Customer status applies to a ticket when Cloudflare have responded to a customer and are awaiting their reply. | ||
| Status is automatically moved to Resolved after 4 days for PREM, 3 days for ENT and after 2 days for PAYGO: | ||
| - Pending Customer (Extended) - The Pending Customer (Extended) status applies to a ticket where we have responded to a customer and are awaiting their reply for an extended amount of time. |
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Please change ticket to case, PREM to Premium and ENT to Enterprise.
| - Pending Customer - The Pending Customer status applies to a ticket when Cloudflare have responded to a customer and are awaiting their reply. | ||
| Status is automatically moved to Resolved after 4 days for PREM, 3 days for ENT and after 2 days for PAYGO: | ||
| - Pending Customer (Extended) - The Pending Customer (Extended) status applies to a ticket where we have responded to a customer and are awaiting their reply for an extended amount of time. | ||
| Status is automatically moved to Resolved after 7 days for PREM/ENT and after 3 days for PAYGO: |
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Please change PREM/ENT to "Premium and Enterprise"
| - Pending Bug Issue - The Pending Bug Issue status is designated for cases where we are waiting on Engineering to release a fix for something that will take tim | ||
| - Resolved - The Resolved status indicates that our last response brought the case to a close and the customers issue is considered resolved. | ||
| Status is automatically moved to Closed after 14 days for PREM/ENT and after 7 days for PAYGO. | ||
| - Closed - Closed Cases are no longer possible to update. |
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Please change PREM/ENT to "Premium and Enterprise".
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Premium and Enterprise and after 7 days for PAYGO.
Change to "Closed cases can no longer be updated."
| Status is automatically moved to Resolved after 4 days for PREM, 3 days for ENT and after 2 days for PAYGO: | ||
| - Pending Customer (Extended) - The Pending Customer (Extended) status applies to a ticket where we have responded to a customer and are awaiting their reply for an extended amount of time. | ||
| Status is automatically moved to Resolved after 7 days for PREM/ENT and after 3 days for PAYGO: | ||
| - Pending Bug Issue - The Pending Bug Issue status is designated for cases where we are waiting on Engineering to release a fix for something that will take tim |
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I would avoid "something" here
And typo at the end, tim instead of time
| - Pending Customer (Extended) - The Pending Customer (Extended) status applies to a ticket where we have responded to a customer and are awaiting their reply for an extended amount of time. | ||
| Status is automatically moved to Resolved after 7 days for PREM/ENT and after 3 days for PAYGO: | ||
| - Pending Bug Issue - The Pending Bug Issue status is designated for cases where we are waiting on Engineering to release a fix for something that will take tim | ||
| - Resolved - The Resolved status indicates that our last response brought the case to a close and the customers issue is considered resolved. |
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"brought the case to a close" we have a "closed" status, so I think this is confusing :)
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| Here is the description for each status in our case. | ||
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| - New - This default New status is for all new cases |
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It doesn't say what is a new case then :)
Maybe something like:
New - This is the default status when opening a case, before any automation or support engineer start working on the case
| Here is the description for each status in our case. | ||
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| - New - This default New status is for all new cases | ||
| - Open - The Open status signifies that the case has been responded to by us, and the customer has replied, necessitating further action and response from Cloudflare |
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responded to by us > responded to by the Cloudflare support team (or an automation)
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Thanks @CFSeiya for raising this! Great idea! |
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| ## Case Status | ||
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| Here is the description for each status in our case. |
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Here is the description for each case status.
| Here is the description for each status in our case. | ||
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| - New - This default New status is for all new cases | ||
| - Open - The Open status signifies that the case has been responded to by us, and the customer has replied, necessitating further action and response from Cloudflare |
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| Here is the description for each status in our case. | ||
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| - New - This default New status is for all new cases |
| - Pending Bug Issue - The Pending Bug Issue status is designated for cases where we are waiting on Engineering to release a fix for something that will take tim | ||
| - Resolved - The Resolved status indicates that our last response brought the case to a close and the customers issue is considered resolved. | ||
| Status is automatically moved to Closed after 14 days for PREM/ENT and after 7 days for PAYGO. | ||
| - Closed - Closed Cases are no longer possible to update. |
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Premium and Enterprise and after 7 days for PAYGO.
Change to "Closed cases can no longer be updated."
5 participants
Added the case status field by referring wiki