What are Statuses
Statuses help you stay up to date of your tickets. In this article, you will find information on how to use statuses and what actions they affect.
Type of statuses:
There are 4 different statuses in HelpDesk.
Open tickets are ongoing cases that need to be handled by you or your teammates. When a ticket is created, it gets the 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. After the customer responds, the ticket will switch back to Open.
Solved tickets are cases which have been finished. Mark tickets as Solved only if you are sure that your client received all the answers.
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.