Note: This version of Teamwork Desk is no longer supported.
Check out our help docs for the new version of Teamwork Desk here.
Within Teamwork Desk, you can set different statuses on your tickets depending on the issue or action required.
There are various default ticket statuses implemented in Desk. A section for each status will appear in your My Tickets area as long as you have tickets assigned to you using the status.
- Active: Tickets that require
- When a ticket first arrives from a
customer to an inbox, the ticket
status is set to active by
- When a linked task on a ticket is
marked as complete, Desk will
automatically set the ticket
status back to active.
- When a customer replies to an
existing ticket currently using an
alternative status, Desk will
reactivate the ticket.
- Waiting on customer: If you
expect a reply from a customer after
you respond, you can mark the ticket
as Waiting on Customer. This indicates
that the ticket is ongoing and pending
more input from the customer. These
tickets will not appear in your Active
- On hold: This status is useful
for when you don't have an immediate
solution for the customer, or perhaps
need to reach out to a colleague for
further insight. In this instance, you
can place the ticket on hold.
- Solved: Once you are happy that
the issue(s) in a ticket have been
completely resolved, you can mark it
- If you have happiness
emails enabled, marking as
solved will automatically send a
happiness survey to the
- Closed: You can use the Closed
status for tickets that require no
further action. Marking a ticket as
closed does not trigger a happiness
- Spam: Teamwork Desk allows you
to set a spam
threshold. If a ticket
receives a spam rating higher than
your selected threshold, it will be
marked as spam.
- You can also manually apply the
Spam status to tickets not caught
by Desk that you consider to be
spam. This helps Desk improve its
own automatic spam
filtering to treat
similar messages correctly in the
In addition, you can create custom ticket statuses relevant to your company's workflow. These can be created by an administrator in the site settings.
- Once a custom status has been created,
agents will be able to select it from
the Status dropdown on a ticket.
- When an agent has tickets assigned to
them that are using a custom status,
an additional category will be created
for it under their My
Changing a ticket status
You can manually switch a ticket's status at any time simply by using the status dropdown on the ticket. If you change the status of a ticket when replying, the status will update once you send the message.
Alternatively, if you know that a ticket should be marked as a specific status, changing the status at the top of the ticket, changes it instantly.
Another option is to use custom triggers to change the ticket status based on certain conditions. For example, you could create a trigger to automatically change a ticket status to Active if the hours awaiting reply has exceeded 72 hours.
For more information, see: Creating new ticket statuses