Ticket Status is a customizable feature that can be created based on where a ticket is in its lifecycle. You use the Ticket Status to quickly segment your tickets based on a variety of factors. In its simplest form, a Ticket Status would be Open, Resolved, or Unresolved.
Open tickets are being worked on and yet to be resolved.
Resolved tickets came to a conclusion that satisfied the customer and are closed. Unresolved tickets are those that are closed but did not satisfy the customer or the customer was unresponsive.
Ticket State is a binary indicator of a ticket being Open or Closed. It is a standard measure used to filter your tickets when in the Tickets section of Loop.
How to Set Ticket Status
Head to the Settings section, and choose Status:
Here you will see the different Statuses that have been created. You are able to create new Statuses, edit existing Statuses, and activate/deactivate Statuses.
Creating New Ticket Status
Clicking the Add button will open a popup window where you create a new Ticket Status. The available fields are:
Name which will display in the dropdown selection on the ticket.
State which indicates if the Status is Open/Closed.
Require Root Cause is used to indicate whether a Root Cause is needed for the status to be updated.
Require Resolution is used to indicate whether a Resolution is needed for the status to be updated.
Active which indicates if the Ticket Status is currently able to be used.
Once you have created your Ticket Statuses, you will be able to select them from the dropdown options on your ticket.
When you change the Ticket Status, you will be prompted to provide a comment and a Resolution and/or Root Cause if applicable.