Support > Tickets > Change Ticket Status

To change the Ticket Status, please follow the follwing path:

Support > Tickets > List

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To change the Ticket Status, please click on the Ticket in the List below.

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If a message has to be generated, write the message in the corresponding field.
If you only want to change the ticket status, change the Ticket Status under the caption Ticket Status accordingly.

Certain Departments allow different Statuses.

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.

Note: To change the status to closed, watch the following steps.

Click Post Reply. An Email will be sent. The end-customer will receive an E-Mail.

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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.