It's really important to know the process of a ticket, where does it start? Where does it start? Which status does it get?
Situations
User opens a ticket
When a user opens a ticket, the ticket status is new
.
An employee replies to the ticket
As soon a employee replies to the ticket, the ticket status will automatically change to pending
. This means we are waiting for a reply from the user and does not need any more attention from your employees.
The user will recieve an email that your employee has replied (see email notifications).
The user replies
As soon the user replies, the ticket status automatically changes to open
.
Marking a ticket as 'on hold'
If the ticket should wait due to an upcoming update or you need to find more information, you can set a ticket on hold
. This is always a manually done. This extension will never change the status on hold
automatically.
When a user replies to the ticket that is on hold
, the status does not change to open
and keeps the status. This is an exception on the usual state changes.
Example reasons to put a ticket on hold
:
- Waiting for an internal response from an employee
- Waiting for a bug to be fixed
Marking a ticket as solved
When you (or the user) are satisfied, you can mark the ticket as solved. Customers are asked to close their own ticket if it's solved. But an employee could also mark a ticket as solved.
After marking the ticket as solved, the status will change automatically to closed
and the solved
label will be visible in the overview.
User action: Replying on a closed ticket
Your customers can still reply when a ticket has been closed. It might be that the issue was resolved, but returned in a later update. When they reply to a closed ticket, the ticket will re-open and will return to the open
status.
Closing a ticket
If an employee closes a ticket, the user will not recieve any message, unless the ticket status has changed
email has been enabled. Click here for more information.
As like the resolved situation, customers are able to re-open a ticket by replying.
Summary
- A user opens a ticket. Ticket status:
new
- An employee answers. Ticket status:
pending
- A user replies. Ticket status:
open
- An employee answers. Ticket status:
pending
- The user marks ticket as solved. Ticket status:
solved
- The employee answers. Ticket status:
pending
- The user replies. Ticket status:
open
- The employee closes the ticket:
solved