The request status helps to quickly determine the stage of work with the request. In addition, it is convenient to use filters by request statuses in the list of requests to see only the requests needed at the moment.
Ticket statuses
The following application statuses are available in the system:
- New — the status of a new application created by the client, which has not received any response. After a new application is received, a countdown timer for the first response starts, in accordance with the configured SLA policy. After any response to the client's inquiry, this timer stops. If the countdown reaches the time of the first response, it changes to a direct count of time from the moment the application was received.
- Open — the status of an application that has some kind of dialogue (the client has been given a response). Assigned automatically.
- Pending — a status assigned manually by an employee to the right of the dialog box in the «Properties» block or when sending a response. We will describe it in more detail below.
- On hold — a manually assigned status for an application that will need to be returned to after a specified time. The date and time of reopening of such an application can be set when assigning this status to the application in the «Properties» block to the right of the dialog box. The time selection button for reopening appears after setting the status. After saving the reopening time, the application will show the time it was deferred for.
- Resolved — a status assigned manually by an employee to the right of the dialog box in the «Properties» block or when sending a response. We will describe it in more detail below.
- Deleted — a status assigned manually in the «Properties» block to the right of the dialog box.
- Closed — an automatically assigned status after a configured amount of time from the moment of assigning the «Solution provided» or «Awaiting client response» status, if the client did not write anything in response.
Changing the ticket status
The status can be changed when sending a response to the client. You can simply send a response, or you can send a response with simultaneous assignment of status using the arrow to the right of the response button.
In addition, the status can be changed in the «Properties» block to the right of the main application block.
Also, statuses change automatically:
- From «New» to «Open» — when sending a response to the client.
- From «Pending» to «Resolved» — after a configurable time interval for the client, if there was no response from the client.
Three time intervals are configured for this status: day X from the transfer to the «Awaiting client response» status, day Y and day Z. If the client does not respond on day X or earlier, a notification is sent to the client's email that a response is expected from them on day Y. If the client again does not respond on day Y or earlier, then on day Z the application is automatically transferred to the «Solution provided» status. By default, X=7 days, Y=10 days, Z=14 days (can be reconfigured during system implementation).
- From «Resolved» to «Closed» — after a configurable time interval for the client, if there was no response from the client.
When the «Resolved» status is assigned to an application, a request is sent to the client's personal account and email to fill out a feedback form (CSAT). If the client fills it out, the application goes to the «Closed» status. If the client replies in any way, the application goes to the «Open» status. If the client ignores the request, the application goes to the «Closed» status after 7 days (can be reconfigured during system implementation).
- From «Resolved» and «Pending» to «Open» — if the client responds in any way.
- From «On hold» to «Open» — after the time for which the application was deferred has expired.
Life cycle
