Statuses help you stay up to date of your tickets. In this article, you will learn how to use them.
Types of statuses
There are 5 statuses in HelpDesk.
Open tickets are the ongoing cases that need to be handled by you or your teammates. When a ticket is created, it gets an Open status.
! If the addressee responds to Pending or Solved ticket, its status will be changed to Open automatically.
Pending tickets are cases that require some additional input or information from your customer. When you reply to an Open ticket, its status will automatically switch to Pending. If the customer responds, the ticket will switch back to Open.
On hold tickets are cases that can’t be finished in a given moment. For example, you need to consult someone from another department. In this case, you can choose the “On hold” status to make sure you will reply as soon as you have the solution.
Solved tickets are cases which have been finished. Mark tickets as Solved only if you are sure that your client received all the answers. If ticket rating is enabled, solving a ticket will trigger a feedback request (it will be sent after 1 hour).
Closed tickets are cases that have been finished. If you don’t want to send a feedback request to the customer, set its status as Closed.
Spam is a category reserved for malicious or otherwise unnecessary messages.
Changing a status
To change the status of a ticket, open the ticket and select its new status from the drop-down menu in the bottom right. Confirm the change by clicking on the “Submit” button.
Filtering by statuses
You can filter your tickets based on the statuses. Select the status you are interested in and you will be able to see all tickets with it. You can cross filters as well.