Sunday, May 2, 2021

How to select Zendesk ticket status?

Suppose you are employed by the CompanyX but working on CompanyY's support project using Zendesk.

So below table would help you to get an idea regarding the logic behind setting the Zendesk ticket status.

Ticket status should beWhen response/action required from
OpenAgents of CompanyY support team
PendingRequester or customer
On HoldCompanyY engineering team
SolvedNo one

You can set any of the above status while submitting a response or after updating the details in the ticket.

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