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 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 is a binary indicator of a ticket being Open or Closed. It is a standard measure used to filter your tickets.
How to Set Ticket Status
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 popup window 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/Closed.
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.
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, you will be prompted to provide a comment and a Resolution and/or Root Cause if applicable.