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 action/response.
- When a ticket first arrives from a customer to an inbox, the ticket status is set to active by default.
- 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 section.
- 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 as solved.
- If you have happiness emails enabled, marking as solved will automatically send a happiness survey to the customer.
- Closed: You can use the Closed status for tickets that require no further action. Marking a ticket as closed does not trigger a happiness survey.
- You can also set an inbox to prevent replies to closed tickets.
- 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 future.
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 Tickets section.
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