In plain English
This means the support issue is waiting on the customer's side. It is the ticket status used when support still needs a reply or required information from the customer.
In context
Here, it shows that the provider is waiting for the customer's reply, including any needed information or confirmation.
- Situation
- Responding to outages, degraded service, diagnostics, support tickets, and restoration updates
- What it communicates
- shows that the provider is waiting for information or confirmation from the customer.
Meaning limits
By itself, this status does not show whether the underlying issue has been resolved.
Examples
“The ticket stayed awaiting customer response because support still needed the customer's confirmation that the test had worked.”
“After asking for the missing screenshot, the agent marked the case as awaiting customer response.”