Ticket statuses provide a clear view of a ticket's progress and can be changed from within a ticket, from the Tickets page directly, or upon sending a ticket reply.
The preset ticket statuses are defined as follows:
Open: The request has been assigned to a technician who is working to resolve it.
Pending: The technician has a follow-up question for the contact. While the Pending status is used on tickets, the SLA will be paused.
Resolved: The technician has resolved the support issue, awaiting confirmation from the support manager.
Closed: The ticket is confirmed resolved and is now closed. However, the contact can create follow-up requests. When a follow-up request is made, the ticket is reopened and the status is changed to Open.
It's important to note that the status of a ticket does not affect the time worked on the ticket. To measure the time worked on a ticket accurately, you'll need to use time entries.
You also have the option to create Custom ticket statuses
Note: When resolving a ticket, add a resolution to quickly reference in case of similar issues in the future. Learn more about ticket resolutions
Change the status from the Tickets page
1. From the sidebar, go to the Ticket page.
The Ticket page appears.
2. Click on the current status, under the Status column. Then select the status that you want to assign.
The ticket status is changed.
Change status from within a ticket
1. From the Ticket page, select a ticket.
The individual Ticket page appears.
The ticket status is changed.
Change status from ticket reply
1. From the Ticket page, select a ticket.
The individual Ticket page appears.
2. Enter your Public reply or Internal note in the message box.
3. When you are ready to send your message, click the dropdown arrow next to Send and select a status.
Your message is sent and the status of the ticket is changed.
