Statuses help you stay on top of your tickets. In this article, you’ll learn how to use them.
There are five statuses in HelpDesk: Open, Pending, On hold, Solved, and Closed.
Open tickets are ongoing cases that need to be handled by you or your teammates. When a ticket is created, it gets an Open status.
Pending tickets are cases that require some additional input or information from your recipient. When you reply to an Open ticket, its status will automatically switch to Pending. If the recipient responds, the ticket will switch back to Open.
On hold tickets are cases that can’t be completed at a given time. For example, you need to consult someone from another department, or you need to dig deeper into the available information. In this case, you can select the On hold status to ensure you’ll reply as soon as you have the solution.
Solved tickets are cases that have been completed. Mark tickets as Solved only if you’re sure that your requester has received all the answers. If a ticket rating is enabled, solving a ticket will send a feedback request within one hour of the status change.
Closed tickets are cases that have been completed. If you don’t want to send a feedback request to the requester, set its status as Closed.
You can change the status of a ticket in four ways:
- Go to the main dashboard and use the quick actions menu to change the status of the ticket.
- Go to the main dashboard and use the bulk actions to change the status for more than one ticket.
- Open the ticket and select its new status in the ticket details.
- Open the ticket and select its new status from the drop-down menu in the message area of the communication feed. Confirm the change by clicking the “Submit” button.
You can filter tickets based on status. Select the status you’re interested in, and you’ll be able to see all tickets related to that status.