In this article, we list the expected uses for each of the statuses available on Helpdesk tickets.
Note that the Helpdesk ticket status names are not editable. Unlike the leads, with the Helpdesk the idea is to keep the statuses as only a handful of options so it is more simple to track them.
Here are the status definitions:
- New – This is the initial status of new tickets created by users. The status indicates that no action has been taken yet toward a resolution.
- Open – This status acknowledges that you are reviewing the ticket details and are getting ready to take appropriate action.
- In Progress – Set this status to indicate that action has already been taken and the ticket is pending completion by the appropriate third party. For example, a ticket was submitted to MSC to have a POS VAR created, or a bank account change was submitted to the processor and is now in their queue.
- Additional Information Required – Set this status when additional information is needed from the person who originally opened the ticket.
- Resolved - Set this status when the request has been fully resolved and no further action is needed.
Your actual usage of each status may vary from the above definitions, depending on how you've set up your workflow.
Here are two additional tips for keeping your tickets organized:
- If the particular question or request in the ticket has been resolved but led to a situation where further action is required a new ticket should be created.
- If a ticket contains multiple requests, the ticket should be narrowed down to one actionable task, and any other actionable items contained in the ticket should be transferred to a new ticket.
- Use Checklists to manage the steps required to resolve tickets. These are built in the Ticket Types so you can set what is needed based on the category of the ticket. Learn more about completing a checklist here.