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What are the explanations for the ticket situations?

There are six values for status. The status of a ticket can be set and updated manually by an agent or automatically through your business rules.

New: Means that the claim has been received, but has not been opened and assigned to an agent. The new situation may indicate that the support team is assessing the situation and determining who should be assigned to resolve the issue. Once you have changed the state from New to another state, you cannot change the state back to New.

Open: Means that the request has been assigned to an agent working to resolve it. Once a ticket status changes to On, it can never revert back to New.

Pending: Means that the assigned agent has a follow-up question for the requester. The agent may need more information about the support issue. Pending tickets usually remain that way until the requester responds and provides information for resolution.

On hold It means that the support request is awaiting resolution from a third party who is not a member of your support staff.

Solved: means that the Agent has solved the support issue. Solved tickets are usually closed a few days after they are set to solved. Until a ticket is closed, the requester can reopen the ticket. For example, the requester may disagree with the agent that the support issue has been solved and respond to the ticket solved email notification.

Closed: Means that the ticket is completed and cannot be reopened. However, requesters can create follow-up requests for closed tickets. The status of a ticket cannot be manually changed to Closed. Closing a ticket is done automatically through your business rules.

Updated on October 2, 2023

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