{"id":1808,"date":"2024-06-04T08:27:48","date_gmt":"2024-06-04T06:27:48","guid":{"rendered":"https:\/\/yellotab.se\/x056\/?p=1808"},"modified":"2024-06-04T08:32:14","modified_gmt":"2024-06-04T06:32:14","slug":"basic-status","status":"publish","type":"post","link":"https:\/\/yellotab.se\/x056\/2024\/06\/04\/basic-status\/","title":{"rendered":"Basic status"},"content":{"rendered":"<p><strong>K\u00e4lla:<\/strong> <a href=\"https:\/\/support.zendesk.com\/hc\/en-us\/articles\/4408832151834-Updating-and-solving-tickets#topic_i3y_np1_vt\">Zendesk<\/a> |<\/p>\n<hr \/>\n<p class=\"p\">There are five standard statuses you can apply to a ticket:<\/p>\n<p class=\"p\"><img data-recalc-dims=\"1\" loading=\"lazy\" decoding=\"async\" id=\"topic_i3y_np1_vt__image_n4w_2dk_dwb\" class=\"image\" src=\"https:\/\/i0.wp.com\/zen-marketing-documentation.s3.amazonaws.com\/docs\/en\/system_ticket_statuses.png?resize=372%2C394&#038;ssl=1\" width=\"372\" height=\"394\" \/><\/p>\n<div class=\"p\">\n<ul id=\"topic_i3y_np1_vt__ul_cws_vwr_wt\" class=\"ul\">\n<li class=\"li\"><strong class=\"ph b\">New<\/strong>\u00a0indicates that no action has been taken on the ticket. Once a New ticket&#8217;s status has been changed, it can never be set back to New.<\/li>\n<li class=\"li\"><strong class=\"ph b\">Open<\/strong>\u00a0indicates 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.<\/li>\n<li class=\"li\"><strong class=\"ph b\">Pending<\/strong>\u00a0indicates 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\u00a0<strong class=\"ph b\">Open<\/strong>.<\/li>\n<li class=\"li\"><strong class=\"ph b\">On-hold<\/strong>\u00a0indicates the agent is waiting for information or action from someone other than the requester. It is similar to the\u00a0<strong class=\"ph b\">Pending<\/strong>\u00a0status in that you as an agent can&#8217;t proceed with resolving the ticket until you receive more information from someone else. However, the\u00a0<strong class=\"ph b\">On-hold<\/strong>\u00a0is an internal status that the ticket requester never sees. While a ticket is set to\u00a0<strong class=\"ph b\">On-hold<\/strong>, the requester sees the status as\u00a0<strong class=\"ph b\">Open<\/strong>. On-hold is an optional status, and can be activated by an administrator as described in\u00a0<a class=\"xref\" href=\"https:\/\/support.zendesk.com\/hc\/en-us\/articles\/4408889282458\">Adding the On-hold ticket status to your Zendesk<\/a>.<\/li>\n<li class=\"li\"><strong class=\"ph b\">Solved<\/strong>\u00a0indicates the agent has submitted a solution.<\/li>\n<\/ul>\n<\/div>\n<div class=\"note note\"><span class=\"notetitle\">Note:<\/span>\u00a0If your account was created on or after February 13, 2024, an additional ticket status,\u00a0<strong class=\"ph b\">In Progress<\/strong>, may be available depending on how your admin has configured your account.<\/div>\n<ul>\n<li><a href=\"https:\/\/support.zendesk.com\/hc\/en-us\/articles\/4408889282458-Adding-the-On-hold-ticket-status-to-Zendesk-Support\">Adding on hold status to tickets<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>There are five standard statuses you can apply to a ticket:<\/p>\n","protected":false},"author":3,"featured_media":1812,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_post_was_ever_published":false},"categories":[12],"tags":[195,196,89],"class_list":["post-1808","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-utvecklingsmiljo","tag-status","tag-tickets","tag-zendesk"],"jetpack_featured_media_url":"https:\/\/i0.wp.com\/s3.eu-north-1.amazonaws.com\/yellotab.se\/wp-content\/uploads\/sites\/45\/2024\/06\/04083127\/2024-06-04-08.31.03-am.png?fit=336%2C370&ssl=1","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/yellotab.se\/x056\/wp-json\/wp\/v2\/posts\/1808","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/yellotab.se\/x056\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/yellotab.se\/x056\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/yellotab.se\/x056\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/yellotab.se\/x056\/wp-json\/wp\/v2\/comments?post=1808"}],"version-history":[{"count":5,"href":"https:\/\/yellotab.se\/x056\/wp-json\/wp\/v2\/posts\/1808\/revisions"}],"predecessor-version":[{"id":1814,"href":"https:\/\/yellotab.se\/x056\/wp-json\/wp\/v2\/posts\/1808\/revisions\/1814"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/yellotab.se\/x056\/wp-json\/wp\/v2\/media\/1812"}],"wp:attachment":[{"href":"https:\/\/yellotab.se\/x056\/wp-json\/wp\/v2\/media?parent=1808"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/yellotab.se\/x056\/wp-json\/wp\/v2\/categories?post=1808"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/yellotab.se\/x056\/wp-json\/wp\/v2\/tags?post=1808"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}