Here at successCX, we know understanding Zendesk ticket statuses can be a little tricky at first, but rest assured they are sooo important to get right. Here's an easy walkthrough guide on how to effectively use the statuses to help you be a more efficient Zendesk user.
What they are:
There are 5 active ticket statuses available in Zendesk for agents to use. Each one is linked to a particular colour code to help you easily navigate your tickets and the status which they are currently in.
- NOTE: On-Hold status needs to be switched on, and is disabled by default. In addition, the "Closed" status is not directly available to agents and tickets auto-close after a number of days sitting in the "Pending" status.
What they mean:
Each status has a specific use case linked to the ticket lifecycle and helps the agent determine what needs to happen with a ticket.
- This is a brand new and un-triaged ticket request received from the customer
- The ticket is waiting for an agent to review and action
- Once the ticket has been assigned to an agent, the status is automatically changed to the "Open" status indicating that the triage stage is complete and work is underway.
- The agent should use this status when they are posing a question to the customer and cannot progress the enquiry until an answer is received. No further action is required from the agent at this point
- When an agent sends a reply on the ticket to the customer, they set the ticket to Pending from the drop-down bar on the submission button.
- If there is no response from the customer after a certain period, an automatic reminder can be sent to the customer asking them to respond.
- Triage is complete and the ticket is awaiting an action. If the ticket was in Pending or On-Hold previously, this status change could mean there is a new reply on the ticket from the customer that needs the agent's further action.
- When a customer replies to the ticket, and the status was in Pending, On-Hold or Solved, the status automatically updates to Open.
- On-Hold status is typically used when the agent requires additional information from a 3rd party before the enquiry can progress.
- This status is optional and requires activation.
- Note that SLAs attached will typically continue to run, as the customer is still waiting for an answer to his/her enquiry.
- The agent will set the ticket to Solved when they believe to have resolved the customer's enquiry.
- As part of best practice, Agents should advise the customer they are moving the ticket to solved and if the customer has any queries, to simply respond back to the ticket.
- The ticket will move back to the Open status automatically if a new response is received into the ticket.
- Once the ticket sits in a Solved status for a number of days (normally 3 days out of the box), then the ticket automatically moves to a Closed status.
- When the ticket is Closed, no further edits can be made to that ticket.
- If a reply is sent to a Closed ticket, a new follow-up ticket will be created. This can also be invoked by pressing the "Follow Up Ticket" button manually on a closed ticket.
We hope that was helpful in utilising the Zendesk Ticket status effectively. Check out the following Zendesk Guides for more in-depth details
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