Ticket Statuses are used to monitor what stage each ticket has reached in your response process. For example:
- Not started
- In progress
You can filter your ticket lists by these statuses to make sure you keep track of them.
When a customer raises a new ticket it will be automatically set to the status as per your settings, go to Setup > Helpdesk > Helpdesk settings.
Tickets will be considered open until they are placed onto the "closed" status. Specify which status is "closed" at Setup > Helpdesk > Helpdesk settings.
Create a Ticket Status
- Go to Setup > Helpdesk > Ticket statuses.
- Click Add a new status.
- Enter a name for the status.
- Select a colour for the status.
- Click Save.
- Use the arrows on the left to click and hold then drag the statuses into order for your ticket cycle.