Ticket statuses
A ticket is always in one of four statuses. The first three count as open: they appear in the open lists, the SLA and the reminders apply, and analytics treat the ticket as not solved yet. Most status changes happen on their own, as people reply and propose solutions.
Every status change is written in the thread as an event line, with who made it and when.
The four statuses
| Status | What it means | How it gets there | Who acts |
|---|---|---|---|
| Open | Just opened: nobody on the other side has answered yet. | Every new ticket starts here. | The assigned team. The SLA clock runs until the first reply. |
| In progress | The two sides are talking and the case is being worked. | Automatically on the first reply by someone other than the opener; when the opener replies instead of accepting a proposed solution; when a closed ticket is reopened. | Whoever Waiting on points to. |
| Waiting | A solution is on the table, or the ticket is parked on something outside the desk, such as a courier or a supplier. | Automatically when a reply is marked Propose as solution; or set by hand by Customer Service in the Handling card. | The opener, who accepts the solution — or whoever parked it, once the outside answer arrives. |
| Closed | Done: solved and confirmed, or closed by Customer Service without a solution. It leaves the open lists, and total handling time is measured here. | The opener closes it by accepting the solution or with Close and accept solution; Customer Service can also close someone else's ticket, writing why. | Nobody. The opener or Customer Service can reopen it, and it goes back to In progress. |
Change the status by hand
Customer Service and admins can move a ticket between Open, In progress and Waiting. Closing has its own button at the top of the ticket.
Steps
- Open the ticket.
- In the Handling card, select the new value in Status. The change is saved at once, you see Status updated, and it's written in the thread.
Tip
Use Waiting by hand when the ticket depends on someone outside the desk. A Waiting set by hand, without a proposed solution, is left alone by replies: it changes only when someone changes it.Read the ticket header and details
Next to the ticket's title you see its status, its priority and, when the first-response target has passed with no answer, a red SLA breached badge. On the right, the Details card sums up the ticket:
| Row | What it shows |
|---|---|
| Code | The ticket's unique code. |
| Waiting on | The team that has to move now. |
| Opened by | Who opened the ticket. |
| Opened | When the ticket was opened. |
| First response | When the other side first replied, or — if nobody has yet. |
| SLA due or Closed | When the first reply is due; once the ticket is closed, when it was closed. |
| Client and Market | The client and the market of the case, when set. |
Rules worth remembering
- Closing belongs to the opener, who can say the problem is gone — and to Customer Service, who coordinates and can close a case that won't be solved (customer refunded, request withdrawn, duplicate), always with a reason.
- Status is not whose turn it is. Waiting on says which team has to move now.
- The assigned team doesn't bounce between the two sides: it says which team the ticket belongs to.
- Priority is separate from status: it only sets how fast the first reply is due.
- A closed ticket can't be changed: reopen it first.