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| What | Ticket statuses provide a way to
categorize tickets based on their
progress or resolution
stage. |
| Why |
|
| Who |
|
| When | Your team has a
large number of tickets
and
needs to categorize
tickets to ensure
actionable tickets are
updated in
a timely
manner. Utilize (and
create) statuses to help
manage tickets.
|
| What | Ticket statuses provide a way to
categorize tickets based on their
progress or resolution
stage. |
| Why |
|
| Who |
|
| When | Your team has a
large number of tickets
and
needs to categorize tickets to
ensure actionable tickets are
updated in
a timely
manner. Utilize (and create)
statuses to help manage
tickets.
|
Ticket
statuses explained
Teamwork Desk creates six
statuses by default. You can
utilize these ones (explained in the
table below) and create your own
custom statuses.
These default statuses
cannot be edited or deleted.
Status | Purpose |
|---|---|
| Active | Tickets
that require
action or a
response. Tickets
are
automatically
set
to active
in the
following
scenarios:
|
| Waiting on
customer | Indicates the
ticket
is ongoing and
pending
more input from
the
customer. 📝 These
tickets do not
appear
in
your Active list in your
starred
inbox view. |
| On hold | Indicates a pause
before the ticket can
be resolved. Ex.
You
don't have an
immediate solution
for
the customer, or
you
need to reach out
to a
colleague for
additional
insight. |
| Solved | The
customer's
issue(s) in the
ticket
are fully
resolved. 💡 If happiness
emails are
turned on for the
inbox, marking as
solved
automatically
sends a happiness
survey to the
customer. |
| Closed | The
ticket requires no
further action but
may
not have had a
resolution. 📝
Inboxes using
the prevent
replies to
closed
tickets setting
mark closed
tickets
read-only. These
tickets
cannot
receive
future
replies,
notes,
or
forwards. Any
attempted
replies
to
the
thread
from
the
customer
are
created
as
new
tickets. |
| Spam | Tickets
considered as
spam — set
a spam
threshold to
automatically
mark
tickets
with a
higher
spam
rating
than
the
threshold
as
spam. |
Status | Purpose |
|---|---|
| Active | Tickets
that require
action or a
response. Tickets
are
automatically
set
to active
in the
following
scenarios:
|
| Waiting on
customer | Indicates the
ticket
is ongoing and
pending
more input from
the
customer. 📝 These
tickets do not
appear
in
your Active list in your
starred
inbox view. |
| On hold | Indicates a pause
before the ticket can
be resolved. Ex.
You
don't have an
immediate solution
for
the customer, or
you
need to reach out
to a
colleague for
additional
insight. |
| Solved | The
customer's
issue(s) in the
ticket
are fully
resolved. 💡 If happiness
emails are
turned on for the
inbox, marking as
solved
automatically
sends a happiness
survey to the
customer. |
| Closed | The
ticket requires no
further action but
may
not have had a
resolution. 📝
Inboxes using
the prevent
replies to
closed
tickets setting
mark closed
tickets
read-only. These
tickets
cannot
receive
future
replies,
notes,
or
forwards. Any
attempted
replies
to
the
thread
from
the
customer
are
created
as
new
tickets. |
| Spam | Tickets
considered as
spam — set
a spam
threshold to
automatically
mark
tickets
with a
higher
spam
rating
than
the
threshold
as
spam. |
Create a custom ticket status
Ticket statuses are created from the
site settings.
- Click your profile image and select Settings.
- Select
the General tab.
- Choose Ticket Statuses in the left navigation menu.
- Click Add status.
- Type the new status' name in the text field.
- Click the Color field to open the color picker and select a color for the new status.
- Drag the slider on the first color bar to update the palette to a specific color group.
- Click one of the corresponding color shades in the second bar. This will be the new status' color.
- Click Confirm to save the
status.
The new status is added
to the list of existing
statuses.
Assign a status
to a ticket
Apply
statuses
to a
ticket
based
on
the
workflow
stage
it's
currently
in.
- Select Tickets from
Teamwork Desk's main navigation
menu.
- Choose
an inbox section
from the left navigation
panel.
- Click a ticket subject to open that individual ticket thread.
- Apply a new status:
- Update immediately: Select the current status from the ticket view's top left, then choose an alternative status. The ticket's status updates immediately.
- Update on reply: Select the status field below the reply editor, then choose an alternative status. The ticket's status updates once you click Send Message.
💡 You can do more with
statuses:
- Bulk set
status - apply a
specific status to
a
group of tickets in one
go.
Set a default inbox
ticket status
Set a default status to be
auto-selected when you are replying to
tickets in a particular inbox.
- Click your profile image and select Settings.
- Select
the Inboxes tab.
- Click the inbox you want to update.
- Select Edit Inbox from the inbox's left navigation menu.
- Scroll to the Default
Status option.
- Hover over the field, then click the pencil icon.
- Choose an alternative status from the
dropdown.
- Click Save.
Each time you create a new
ticket or reply to an existing ticket in
that inbox, the
chosen default ticket status is
preselected.
View ticket
statuses
Ticket statuses can be viewed
from
site settings.
- Click your profile image and
select Settings.
- Select the General tab.
- Choose Ticket Statuses from the left navigation menu.
Ticket statuses are displayed
in a
table showing the following details
for
each status:
| Status
name | The status'
label |
| Status
color | The status's
assigned
color |
| Ticket
count | The
number of
tickets
currently
using the
status |
| Created | The status'
creation
date |
| Status
name | The status'
label |
| Status
color | The status'
assigned
color |
| Ticket
count | The
number of
tickets
currently
using the
status |
| Created | The status'
creation
date |
💡
Click a column
heading to sort
the statuses alphabetically
based on that
column.
💡 Use
the search field to locate
statuses by
name.
Reorder
custom ticket statuses
Reorder ticket statuses from site
settings.
- Click your profile image and
select Settings.
- Select
the General tab.
- Choose Ticket
Statuses in the left
navigation menu.
- Click and hold the icon to the left of a status' name, then drag the status to a new position in the list.💡 The display order in the status settings also applies to other areas of Teamwork Desk where statuses are listed. (Ex. Individual ticket, bulk actions menu, filters.)
Edit a custom
ticket status
Custom ticket statuses are managed
from the site settings.
- Click your profile image and
select Settings.
- Select
the General tab.
- Choose Ticket Statuses in the left navigation menu.
- Hover over the relevant status.
- Click the pencil to edit the status' name.
- Next:
- Update the text in the field to update the status' name.
- Click the existing color to view and select a different status color.
- Click Confirm to
save your
changes.
Delete a custom
ticket status
Custom ticket statuses can be
deleted from site
settings.
- Click your profile image and
select Settings.
- Select
the General tab.
- Choose Ticket
Statuses in the left
navigation menu.
- Hover over the relevant
status.
- Click the trash can icon.📝 Custom ticket statuses can only be deleted when their associated ticket count is zero. Bulk update affected tickets to a different status before deleting the original status.
- Click Delete in the confirmation window.
Best
practices
- Map your workflow: Use
ticket statuses to map your
company's internal workflow.
- Keep it simple: Stick
to what makes sense for your team (and
to
what they'll actually use).
- Share with your team: Statuses
can only be successful if your team is
using them the same way. When you
implement statuses, make sure to
tell
your team what they are and how/when
to
use them. Do periodic checks to make
sure
everyone is still on the same
page.