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Home > Success Center > Web Help Desk (WHD) > Web Help Desk 12.5 Administrator Guide > Manage tickets > Configure ticket status types

Configure ticket status types

Created by Steve.Hawkins, last modified by Anthony.Rinaldi on Jul 19, 2016

Views: 366 Votes: 0 Revisions: 6

The ticket status identifies the ticket's current stage of completion and indicates whether action is needed.

By default, Web Help Desk includes the following status types. You can modify the preconfigured status types and create additional status types.

Status Descrpition
Open The issue requires a resolution. This is the default status of a ticket when it is created.
Pending

The ticket has been received, but it is currently on hold. For example, this status could be used to indicate that a feature request was received but management has not yet decided if the request will be granted.

This status can also be used to indicated that the assigned tech is waiting for information from a client. Or you can create a new status for this purpose, as described in the example below.

Resolved

The tech believes that a solution has been provided and is waiting for the client to confirm the resolution.

By default, when a tech changes a ticket status to Resolved, the client receives an email asking if the issue is resolved to their satisfaction. If the client clicks Yes, the ticket status changes to Closed. If the clients clicks No, the ticket status changes to Open.

Closed The client has confirmed that the issue is resolved. You can also configure Web Help Desk to automatically close a ticket if the client does not respond to the confirmation request within the specified time period.
Canceled The client is no longer experiencing the problem, or no longer needs the service requested in the ticket.

You can create a Web Help Desk report to show the total amount of time or the average amount of time spent in each status.

Modify a preconfigured status type

By default, setting a ticket status to Resolved sends an email asking the client to confirm the resolution. The following example configures the Resolved status to automatically close the ticket if the client does not respond within three weeks.

  1. On the toolbar, click Setup.
  2. Select Tickets > Status Types.
  3. In the list of status types, click Resolved.

    By default, the Resolved status type is configured to send an email prompting clients to confirm that their issue was resolved.

  4. Set Automatically Close Ticket After to 3 Week(s).

    If a client does not respond to the confirmation email within three weeks, the ticket status is automatically set to Closed.

  5. Click Save.

Creating a new status type

This example creates a new status type called Waiting on Client Response.

  1. On the toolbar, click Setup.
  2. Select Tickets > Status Types.
  3. Click New.
  4. Enter a Name and Description.

  5. Change the Display Order so that tickets with this status are displayed above Closed, Canceled, or Resolved tickets.

  6. Clear the Count Time check box.

    The time spent in this status is not included in the ticket's total open time, and the ticket's due date is extended by the amount of time spent in this status.

  7. Click Save.

    The new status type is displayed in the list.

    You must click Save on the Status Types tab before you click the Options tab. If you do not click Save, the information you entered on the Status Types tab is lost.

  8. In the list of status types, click Waiting on Client Response.
  9. Click Options.
  10. In the Client Update Sets Status To field, select Open.

    When the client updates the ticket, the status automatically changes to Open. This indicates that information has been added to the ticket and the tech can resume work on it.

  11. Click Save.
 
Last modified
08:55, 19 Jul 2016

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