Ticket statuses within Helprace
A ticket is always allocated with a status that allows agents and users to better keep track of requests.
Ticket statuses let everyone in the team (as well as the user) know the ticket's state. From the ticket's inception to its resolution, Helprace assigns various statuses to the ticket.
| Ticket status in
Admin Panel |
Ticket status as
seen by user |
Description |
| New | Open | A new ticket is submitted by a user. Once an agent makes any changes, it loses its "New" status. |
| Open | Open | This status means that the ticket has received attention from an agent and someone is most likely working on it. |
| Pending | Answered | When an agent is awaiting user response, the status is set to "Pending". An example is when an agent needs to clarify something or requests additional details from the user. The ticket is not yet solved, but the ball is in the user's court. |
| On-hold | Open | On-hold tickets can be used if an agent requires assistance from a 3rd party. For example, an agent may need to contact the payment processor to answer a customer's question related to an issue with the order. |
| Solved | Solved | If the agent or user considers the ticket resolved, they can mark it as Solved. A Solved ticket can be reopened by an agent or user down the road. |
| Closed | Solved | This status cannot be set using in the Admin Panel. It can only be set by Rules & Notifications. For example, this status can be set by a rule that closes a ticket automatically if it receives no activity for 4 days in a row. A Closed ticket can be reopened by agent or user if needed. |
End users see simplified ticket statuses. They are visible when clicked on "Requests" on the top right corner of the user portal. By default, ticket statuses aren't visible in email messages.
