---
title: AbaData Support
description: Describes tickets on Hubspot
---
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1. [AbaData/opLYNX Internal KB](https://support.oplynx.com/knowledge-interior?hsLang=en-ca)
2. [Hubspot](https://support.oplynx.com/knowledge-interior/hubspot?hsLang=en-ca)
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# AbaData Support
## Tickets that are created when an email comes into the sales@abadata.ca inbox comes into this ticket pipeline.
### **Column Descriptions**
#### **Unassigned**
- **Meaning**: These are new support tickets that have not yet been assigned to a team member.
- **Source**: They often originate from the general support email (e.g., `sales@abadata.ca`), might be automatically forwarded from team inboxes, or manually created.
- **Next Step**: A team member needs to review and assign these to the appropriate support representative.
#### **Assigned**
- **Meaning**: Tickets have been assigned to a specific team member but haven't been acted upon yet.
- **Next Step**: The assigned support person should begin reviewing and addressing the issue.
#### **Waiting on Contact**
- **Meaning**: The support team is waiting for more information or clarification from the client in order to proceed.
- **Next Step**: Follow-up may be needed if the client hasn't responded. Resolution is on hold until the requested information is received.
#### **Waiting on Us**
- **Meaning**: These tickets are waiting for a response or action from the support team.
- **Next Step**: A support team member needs to review and provide a reply or take the necessary internal action to move the issue forward.
#### **Waiting on Dev**
- **Meaning**: The issue is pending resolution by the development team, such as fixing a bug or completing an enhancement.
- **Next Step**: Support may need to monitor development progress or update the client once the dev team has completed their task.
#### **Closed**
- **Meaning**: The support ticket has been resolved and requires no further action.
- **Best Practice**: Tickets should be closed promptly once resolved. There's no need to wait for explicit client confirmation unless specifically required.
### Ticket Handling
**Naming**
All tickets must be named following this format: *Company Name - Short Title*.
Example: *Northwind Land Resources - Disposition Filters Not Working*
**Support Categories**
***Broad Categories***
***Subcategories***
Feature Requests and Bugs - Subcategories are updated dynamically based on new items that come in. Ensure that tickets are tagged properly to be able to easily filter on the AbaData Support pipeline.
To add a new subcategory, edit the properties "AbaData - Bugs" or "AbaData - Feature Requests" on Hubspot. To do this:
(1) Search for Ticket Properties at the top of Hubspot
(2) Select 'Edit Property' to add a bug or a feature request to the list
(3) Go to "Field Type", then, add a new label. Once done, click on SAVE
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- [How to Fix the Citrix Issue](https://support.oplynx.com/knowledge-interior/oplynx-support?hsLang=en-ca#how-to-fix-the-citrix-issue)
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