Support Help

Ticket Statuses

Zoho Support allows you to assign each ticket with a status, to know how many tickets your team has resolved and how many are currently open. By default, you're provided with 4 different statuses namely,

  1. Open
  2. On Hold
  3. Escalated and
  4. Closed

Every ticket in Zoho Support is in one of the 4 statuses mentioned above.

Note:

  • You can set a ticket's status either manually by an agent or through an automation rule like Workflow, Macro and the likes.
Open Status

Tickets that has just been created or received into your helpdesk are assigned with Open. When a customer responds to a ticket its status moves back to Open, though this behavior can be customized.

On Hold

At times, a ticket can be set as 'On Hold' if it is awaiting a resolution from a 3rd party. Or rather, when you'd ticketed for more information from a customer.

Note:

  • Timers will continue to run and SLA violations do happen when the status of a ticket is set as 'On Hold'.
Escalated

When a ticket isn't closed within a pre-defined due period it can be Escalated. It's quite common for a ticket to be escalated via SLA triggers though an agent can set manually.

Closed

When a ticket is provided with a reasonable resolution, an agent can set its status as Closed.

Note:

  • A ticket will go back to Open(user customizable), when its ticketor sends in a new reply.

Custom Ticket Statuses

You can add a custom ticket status to better, accomodate your helpdesk workflows in Zoho Support.

Say, a customer submits a bug and your agent couldn't reproduce the same. It is not unusual for the agent to ask additional information about the bug and move the ticket to Waiting on Customer. That means the ticket get's back to working only when the customer responds to it.

To add a custom status, follow the steps mentioned below:

  1. Click Setup.
  2. In the Customize section, click Ticket Status.
  3. In the Ticket Status page, click Add New Values.
  4. Provide a status name within the text box and click Add.
  5. Click Save to update the changes.

Note:

  • Drag-drop the statuses in order of your preference to be displayed within a ticket.
  • Click 'Sort Values Alphabetically' to list the statues A-Z and not in the order they were entered.

Default Status

By default, the tickets that has just been created or received into your helpdesk are assigned with the Open status. However you can set the default status according to your helpdesk needs.

To mark a status as default, follow the steps mentioned below:

  1. Click Setup.
  2. In the Customize section, click Ticket Status.
  3. In the Ticket Status page, check the default status option against a status.
  4. Click Save to update the changes.

Note:

  • All incoming tickets will be assigned with a status that was marked as default.
  • The default status will be pre-selected while adding a ticket via the Add Ticket form.
  • A closed ticket takes the default status when it receives a new response from the customer.

Status Groups

Zoho Support classifies your ticket statuses into 2 different groups namely, the open status group and the closed status group. This way, you can easily refer to tickets that still need work (open) and those which don't (closed).

By grouping ticket statuses, you also determine which of your tickets will be displayed under custom views. For example, providing a custom view criteria as below, will fetch tickets that belong to the open status group(open, onhold and escalated).

This applies to automation rules and reports as well.

To assign a status to a group, follow the steps mentioned below:

  1. Click Setup.
  2. In the Customize section, click Ticket Status.
  3. In the Ticket Status page, specify a status to be considered as Open or Closed.
  4. Click Save to update the changes.

Note:

  • By default, Open, On Hold and Escalated statuses are grouped as Open. Similarly the Closed status is grouped as Closed.
  • You will ideally add a custom status like 'Waiting on Customer' to the Open group.

Status on Customer Reply

A ticket can be made to stick to a particular status (on-hold & escalated) even after a customer has sent a response. Normally, it would move back to the default status.

For example, a ticket with the status 'Escalated' can be prevented from defaulting to 'Open', even after a customer had sent a response to it.

To define the status behavior, follow the steps mentioned below:

  1. Click Setup.
  2. In the Customize section, click Ticket Status.
  3. In the Ticket Status page, un-check the Fall-back to Default option against the statuses grouped as open.
  4. Click Save to update the changes.

Note:

  • The option is available only for statuses that are 'considered as open'. If a status is 'considered as closed', the fall-back can't be turned off.

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