Support > Tickets > Change Ticket Status

To change the Ticket Status, please use the following path: 

Support > Tickets > List 

Select the ticket for which you want to change the status. Use the filter on the left-hand side. Mark the corresponding ticket. 

If you want to change the ticket status, change the ticket status under the caption Ticket Status accordingly. Certain departments allow different status. Different statuses have different implications. 
 

Open: For pre-answered tickets
Answered: Once answered, mark the ticket as such
Customer Reply: If customer has replied to the ticket, set it on the customer reply status. 
In Process: For answered tickets, where further help from a different admin is required, show with this tag that the ticket is worked on internally
Resolved: The problem is solved by the admin internally, now the solution is ready to be sent to the customer
Closed: If the ticket is solved and the customer is informed, set the status to closed. To change the status to closed, watch the following steps.

Select the relevant status and then click on Post Reply.

To change a ticket status to closed, the following settings must be made: 

You need to click on the Options tab on the left-hand side. 

Then select a Root Cause. 

You can select, to what this ticket is reported to under the caption Reported To. This is not a necessary field to fill in. This information will be shown, when tickets are filtered and exported. For clear insight, please look at Ticket Reports. 

Now, click Save. 

Then skip back to the tab Post Reply. 

Change the status to closed and click on Post Reply.