What are statuses

Statuses overview - video

Statuses help you stay on top of your tickets. In this article, you’ll learn how to use them.

Types of statuses

There are five statuses in HelpDesk: Open, Pending, On hold, Solved, and Closed.

Open

Open tickets are ongoing cases that need to be handled by you or your teammates. When a ticket is created, it gets an Open status.

If the requester responds to a ticket that is Pending or Solved, its status will automatically be changed to Open.

If the requester responds to a ticket that is Pending or Solved, its status will automatically be changed to Open.

Pending

Pending tickets are cases that require some additional input or information from your recipient. When you reply to an Open ticket, its status will automatically switch to Pending. If the recipient responds, the ticket will switch back to Open.

On hold

On hold tickets are cases that can’t be completed at a given time. For example, you need to consult someone from another department, or you need to dig deeper into the available information. In this case, you can select the On hold status to ensure you’ll reply as soon as you have the solution.

Solved

Solved tickets are cases that have been completed. Mark tickets as Solved only if you’re sure that your requester has received all the answers. If a ticket rating is enabled, solving a ticket will send a feedback request within one hour of the status change.

Closed

Closed tickets are cases that have been completed. If you don’t want to send a feedback request to the requester, set its status as Closed.

Tickets with Pending, Solved, and Closed statuses with 60 days of inactivity are automatically archived and moved to the Archive folder.

Tickets with Pending, Solved, and Closed statuses with 60 days of inactivity are automatically archived and moved to the Archive folder.

Changing a status

You can change the status of a ticket in four ways:

1. Go to the main dashboard and use the quick actions menu to change the status of the ticket.

2. Go to the main dashboard and use the bulk actions to change the status for more than one ticket.

3. Open the ticket and select its new status in the ticket details.

4. Open the ticket and select its new status from the drop-down menu in the message area of the communication feed. Confirm the change by clicking the “Submit” button.

Filtering by statuses

You can filter tickets based on status. Select the status you’re interested in, and you’ll be able to see all tickets related to that status.