Ticket status indicates the progress of a request and helps your team prioritize work. This article explains the available status options, how to update them, and where they appear in the interface.
Ticket Status Options
NEW : Customer created new ticket
Action Needed : Awaiting staff action
Awaiting Reply : Awaiting customer reply
Open : Assigned staff is working on ticket
Resolved : Ticket is solved
Updating Ticket Status
There are 2 ways to update the ticket status:
From the ticket details
- Ticket details are visible when creating a ticket
- By Pressing edit on the ticket
- Select the Status using the radio button list
When replying to a ticket
- Compose your reply
- Select a new status before submitting your response
- The current status is visible of the right
Where Status Appears
- On the ticket itself as a badge
Ticket List view for quick scanning across multiple tickets