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:
|- The original status of all new tickets created in the system, no action has been taken by agents.|
- Not visible or editable to agents. Administrations and supervisors are able to view all 'New' tickets in 'All' tickets.
- New tickets are not yet assigned to any agents.
|- Any ticket, which have been assigned, re-opened or currently assigned|
|- A ticket that have been opened but pending for customer reply|
|- Agent is unsure about the ticket or waiting for information internally|
|- An agent marks a ticket at his own discretion; anytime he/she feels the customer query has been answered|
|Automatically assigned by the system upon the following triggers:|
- Completion of designated holding time by tickets marked as Resolved
- Completion of designated holding time by tickets marked as Pending
Updated over 1 year ago