Ticket Status

Customizable ticket status used to segment tickets and establish proper operational workflows

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Written by Arutyun Airapetyan
Updated over a week ago

Ticket Status

Ticket Status is a customizable feature that describes where a ticket is in its lifecycle. You use the Ticket Status to quickly group your tickets.

As an example, a Ticket Status would be Open, Resolved, or Unresolved.

Open: tickets have yet to be resolved and require action.

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

Ticket State is a binary indicator of a ticket being Open or Closed. It is a standard measure used to filter your tickets. A Ticket State must be defined for each Ticket Status upon its creation.

Ticket Status Management

Navigate 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 dialogue where you create a new Ticket Status. The available fields are:

Name: displays in the dropdown selection of the ticket.

State: indicates if the Status is Open or Closed.

Set Restriction: indicates if the following status can be set only by a specific role, it will be greyed out in the selection menu for others

Unset Restriction: indicates if the following status can be unset only by a specific role, if the status is already set it will be greyed out for others to change it

Require Root Cause: indicates whether a Root Cause is needed for the status to be updated.

Require Resolution: indicates whether a Resolution is needed for the status to be updated.

Require Description: indicates whether a Description is needed for the status to be updated.

Excluded: indicates whether a Ticket will be excluded from reporting once the status is set.

Active: indicates if the Ticket Status is enabled.

Once you have created your Ticket Statuses, they will appear in the dropdown options of your ticket.

When you change a Ticket Status to Closed, you will be prompted to provide a comment and a Resolution and/or Root Cause and/or Description based on the configuration set.

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