We have several ticket status options:
- Created: This ticket has just been created
- Open: This ticket awaits response from your agent
- Pending: This ticket awaits response from the user
- Closed: This ticket has been closed
- On hold: This ticket has been put on hold, the agent can get back to it later
- Duplicate: This ticket has been marked as duplicate, you can use this if your user has opened multiple tickets
Manually changing a ticket status
It's possible to manually change a ticket status, for example when a ticket goes to 'On hold' or back to 'Open'. Click the dots-button on the right of the ticket. Then choose 'Update ticket status'.
Automatic status update email notification
It's possible to send an email notification after a manual status change was initialized by an agent. The email the user will recieve will look like this:
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