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Understanding ticket statuses
There are six standard statuses that can be applied to a ticket. The ticket status can be assigned manually by an agent/manager OR automatically by the system:
Status | Description | Manual/Auto |
|---|---|---|
*New* | - The original status of all new tickets created in the system, no action has been taken by agents. | *Auto* |
*Open* | - Any ticket, which have been assigned, re-opened or currently assigned | *Auto* |
*Pending* | - A ticket that have been opened but pending for customer reply | *Manual* |
*On Hold* | - Agent is unsure about the ticket or waiting for information internally | *Manual* |
*Resolved* | - An agent marks a ticket at his own discretion; anytime he/she feels the customer query has been answered | *Manual* |
*Closed* | Automatically assigned by the system upon the following triggers:
| *Auto* |
Updated 6 months ago