Every ticket has a life cycle. The life cycle refers to the time a ticket spends from the moment it arrives in Grispi Support until it is resolved.
- When a support ticket is first received by Grispi, it becomes a ticket and is automatically set to New.
- It is set to Open when an agent is assigned to the ticket.
- If the agent needs additional information from the customer, the ticket is set to Pending.
- Once the issue is resolved, the agent sets the ticket status to Solved.
- After a certain number of days, the ticket is automatically marked as Closed and archived for future reference.
