Within Teamwork Desk, tickets have a number of statuses that can be applied.
The available default statuses can be found below:
Active - The ticket is active and hasn't been closed, solved or possibly replied to
Waiting on customer - You've sent a reply, and now you're waiting on the reply from the customer
On-hold - You've got to do something, maybe sort out an accounts issue before replying or updating the customer
Solved - Once you mark a ticket as solved, you've done your part (now get onto the next ticket ) and resolved a customer's problem. Marking a ticket as solved, sends a happiness report automatically sent to the
customer so they can rate how helpful you were
Closed - It's closed, it's done.
Spam - As awesome as the spam filter is in Teamwork Desk, sometimes, one may sneak through, so mark it as Spam and send it on its way!
You can change the status of a ticket when replying. Once you click Send Reply, the status will then update to what you have selected:
Alternatively, if you know that a ticket should be marked as Solved, or Spam or whatever, changing the status at the top of the ticket, changes it instantly.
For more information see: Creating new ticket statuses