Ticket situations
A ticket can go through six different phases during its lifecycle. The status can be set and updated manually by an agent or automatically according to business rules (Figure 5).
Figure 5. Ticket situations
The six ticket statuses are defined as follows:
- New: An agent has not yet received the ticket. Once the agent updates the ticket from New to Open, it cannot be moved back to New.
- Open: The ticket is assigned to an agent who works to resolve the issue.
- Pending: The agent needs additional information from the requester or customer to continue resolving the ticket.
- On-hold: The agent is waiting for additional information or a solution from a third party.
- Solved: The problem has been solved. A resolved ticket is reopened when the requester responds (if necessary).
- Closed: The ticket is closed by the system and cannot be reopened. A closed ticket can only be viewed and cannot be edited. As a general rule, tickets are closed without response thirty days after entering the resolved status.
Ticket workflow example
Let’s look at an example of how the status of a ticket changes over time (Figure 6). Your customer writes an email saying, “I need help.” This email arrives as a ticket and is automatically labeled New.
You, as a representative, find this ticket within Grispi. First, assign the ticket to yourself and inform the customer that you are working on it. If the customer has not provided enough information, you may need additional details to proceed. From the public reply field, you can send an email to the customer and set the ticket to Pending.
When the customer replies, the ticket returns to Open status, and you will see it again on your dashboard when it’s your turn to continue working on it. You then provide the customer with the final steps to follow.
Afterward, you set the ticket to Solved, and that may be the end of the journey. Closed status is reached automatically 30 days after the ticket has been marked as resolved.
Figure 6. Ticket workflow example.
