Skip to main content

Explained Zendesk Ticket Status

There are six values for status: New, Open, Pending, On-hold, Solved, Closed. A ticket's status can be set and updated either manually by an agent or automatically via your business rules. A ticket's status cannot be changed to Closed manually however; that is handled automatically via your business rules.

New means that the request was received but that it has not been opened and has not been assigned to an agent. The New status can indicate that the support team is evaluating it to determine who should be assigned to resolve it. After changing the status from New to another status, you can't change the status back to New.

Open means that the request has been assigned to an agent who is working to resolve it. Once a ticket status changes to Open, it can never return to New. If your tickets are being created in the Open status instead of New, see Why is my New ticket being created in Open status? in our Support Tech notes.

Pending means that the assigned agent has a follow-up question for the requester. The agent may need more information about the support issue. Requests that are set to Pending typically remain that way until the requester responds and provides the information the agent needs to continue resolving the request.

On-hold means that the support request is awaiting a resolution from a third party—someone who is not a member of your support staff and does not have an agent account. This status is optional and must be added (see Adding the On-hold ticket status to your Zendesk in the Administrator Guide)

Solved means that the agent has resolved the support issue. Solved tickets are closed, typically, a number of days after they have been set to Solved (the exact number of days depends on how an Administrator set this up). Until a ticket is closed, the requester can reopen the ticket. For example, the requester may not agree with the agent that the support issue is resolved and reply back to the ticket solved email notification.

Closed means that the ticket is complete and can't be reopened. Requesters however can create follow-up requests for closed requests. 

Comments

Post a Comment

Popular posts from this blog

Unlock protected blocks in Siemens SIMATIC Step 7

Recently I'd been called by Hindalco's Fabrication Plant division to unlock the protected blocks in Siemens SIMATIC Step 7. They were in need to unlock those blocks since an year because of 1 million Rupees of loss per month. They want to re-program those blocks but it was locked by the man who'd done the setup. From the people working in that department, I came to know that they were trying to call that man (someone from Italy) right here but he's not coming. Actually, what he'd done was that he'd locked some of the blocks and deleted the source file. And Siemens didn't provide any feature to unlock. Department people also told me that even the people working in Siemens don't know how to do it. Being a software engineer I know that any thing can be reverse engineered. So I took up the challenge. How did I unlocked the blocks? The first thing I'd done was searched about this software at Google and read about what is this software all about. Aft
49 comments
Read more

App: Calculate your job experience or age in years

Usually, all of those who works have to put years of experience on their resume or curriculum vitae. But 90% people put it wrong when they convert their experience in years only. Although they know the exact number of months and years but the conversion, they do is wrong. This happens because there are 12 months while the digit after decimal would be 0-9, i.e., 10 digits. Which means that we have to represent the number of months in terms of year. So here I have provided a small gadget to calculate it. Just put the date when you had started working in the From Date field and put current date in the To Date field. You can also calculate your age as well with this tool by putting your date of birth in the From Date field and put current date in the To Date field. As an alternative, you can use the hassle-free and simple to use  Date Differentiator  micro webapp. Bookmark it so you may easily access it later.
Post a Comment
Read more

How to convert JIRA story into sub-task or defect?

Many times we entangled in the situation where we have made a  story  in JIRA but later on realised that it should have to be  defect  or in other case,  sub-task  of another  story . Story → Sub-task So the workaround for converting the story into defect is given below: Open your  story Click on  more  option Click on the  Convert to sub-task  option in the dropdown You would be asked to choose  Parent  story, so chose relevant story After submit, your  story  gets converted into  sub-task Story → Defect Now if you want the story to be converted into defect, then you should first convert it into sub-task. Thereafter, you can convert that sub-task into defect as given below: Open the  sub-task Click on  more  option Click on the  Convert to issue  option in the dropdown You would be asked to fill up relevant fields required for raising a  defect , fill them up as required After submit, your  sub-task  gets converted into  defect .
Post a Comment
Read more