Here at successCX, we know understanding Zendesk ticket statuses can be a little tricky to grasp 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.
- If you are using the Full Resolution SLA, the clock will stop whilst the agent is waiting for the customer to respond.
- Triage is complete and the ticket is ready to be worked on by the Agent!
- If there are multiple open tickets available to the agent, s/he might prioritise using the "Next SLA Breach" column in the agent view.
- 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.
- We recommend using a timed automation to set the ticket back to open after a few days so that the agent is alerted to follow-up.
- 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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