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,
Every ticket in Zoho Support is in one of the 4 statuses mentioned above.
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.
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.
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.
When a ticket is provided with a reasonable resolution, an agent can set its status as Closed.
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:
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:
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:
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: