What is the ticket status?
Tickets status can have the following values:- Open means that the customer is waiting for a reply.
- Closed means that the ticket ended. Posting a reply to the customer closes the ticket (unless selected otherwise). It can still be reopened.
- Archived means that the ticket is permanently closed.
Who can see the status?
The status can be seen by users that are team members. Customers do not see the status.You can see the status of a ticket in the sidebar where it says: Ticket is Open or Closed or Archived.
When is the status updated?
The status can be updated by a user opening or closing a ticket. Also, When you post a public reply to a customer, this will usually close the ticket, unless you choose differently.The ticket status flow:
- An open ticket can only be closed.
- Closed ticket can be reopened. If not used for a long time, they get automatically archived.
- Archived ticket cannot be changed. Follow-up ticket can be created if the issue should be reopened.
Close ticket
You can close tickets in one of three ways:- Posting a public reply – this will close the ticket, unless selected otherwise.
- Manually changing the status to Closed – can be done from the toolbar.
- Posting an internal note – in this case you need to explicitly choose to close it while posting.
After closing a ticket you will see a checkmark next to the ticket subject, which means it is completed and closed.
Reopen ticket
A closed ticket will be reopened in the following cases:- Customer replies to a closed ticket, via email or by posting a reply, will reopen the ticket .
- A user posting an internal note or public reply to a closed ticket can choose to reopen it while posting.
- Closed ticket can be reopened manually from the toolbar.
Customer replies to archived tickets will automatically start a new follow-up ticketand will link the ticket to the archived one for better tracking of the ticket’s history.
Archive ticket
Closed tickets are archived automatically after 90 days of no activity.
An archived ticket cannot be reopened. If you want to reopen the discussion, you can use follow-up tickets to continue the discussion in a new thread.
Manage status using triggers
Triggers are a set of user defined rules that help you automate your work.You can use triggers to automatically change a ticket status, when the condition you define is met. For example, if a message received in a ticket contains “ISSUE IS SOLVED”, then close the ticket.
See Manage status using triggers for a detailed usage example.
See Triggers for complete step-by-step explanation about creating triggers.
If you are new to triggers, we recommend on reading understanding triggers first.
If you are new to triggers, we recommend on reading understanding triggers first.