Källa: Zendesk |
There are five standard statuses you can apply to a ticket:
- New indicates that no action has been taken on the ticket. Once a New ticket’s status has been changed, it can never be set back to New.
- Open indicates a ticket has been assigned to an agent and is in progress. It is waiting for action by the agent. You can view all open tickets using the Open tickets view.
- Pending indicates the agent is waiting for more information from the requester. You can view all pending tickets using the Pending tickets view. When the requester responds and a new comment is added, the ticket status is automatically reset to Open.
- On-hold indicates the agent is waiting for information or action from someone other than the requester. It is similar to the Pending status in that you as an agent can’t proceed with resolving the ticket until you receive more information from someone else. However, the On-hold is an internal status that the ticket requester never sees. While a ticket is set to On-hold, the requester sees the status as Open. On-hold is an optional status, and can be activated by an administrator as described in Adding the On-hold ticket status to your Zendesk.
- Solved indicates the agent has submitted a solution.
Note: If your account was created on or after February 13, 2024, an additional ticket status, In Progress, may be available depending on how your admin has configured your account.