Taking a ticket and changing its status

Above the conversation, under the ticket title, is the action bar. Which buttons you see depends on the ticket’s status, on who has it and on your privileges.

Taking a ticket

A ticket that has just arrived is «Open» and has nobody on it. «Assign to me» — the blue button, the first in the bar — assigns it to you and moves it to «In progress». From then on, in «Details» on the right, under «Assigned to» there is your name and since when you took it.

If you change your mind, «Release» puts it back with nobody on it. To hand it to a specific colleague there is «Reassign» — see Reassigning, co-assignee and watchers.

The statuses, in order

• «Open» — just arrived, nobody has taken it yet.
• «In progress» — somebody is working on it.
• «Waiting on customer» — the ball is with the customer: you asked them something and are waiting for the answer. You get there with «Waiting for customer» in the bar.
• «Waiting internally» — you are waiting on a colleague or another department, not the customer.
• «Resolved» — you gave the answer and for you it is done. Button «Resolved».
• «Closed» — the case is archived. Button «Close», which appears only on an already resolved ticket.

From «Resolved» and «Closed» you go back with «Reopen»: the ticket returns to «In progress».

Resolved and Closed are not the same thing

«Resolved» is the promise kept: the customer has their answer. If there is a «Resolution due» deadline, this is where it is decided whether it is «Met» or «Missed». From resolved the ticket can still receive a reply from the customer.

«Closed» is final. It gets there in two ways: you press «Close», or it gets there on its own after the days written in Control Centre → «Settings» → «Generale» → «Auto-close (days)». Automatic closing touches only tickets already resolved, does not change the verdict on deadlines and does not email the customer.

The customer writes again

If a «Resolved» or «Closed» ticket receives a new email from the customer, it goes back to «Open» on its own: the sign that for them it was not over. You find it again at the top of the list.

If a button is not there

Transitions are fixed — from «Open» you do not jump to «Resolved» without going through «In progress», and a «Closed» ticket can only be reopened. An administrator with the «Forza cambio stato» privilege sees in «Details», under the status, a drop-down with every status and the words «Forced status change (admin)»: it is for fixing a ticket that ended up in the wrong status, not for everyday use.

Questions this guide answers

• how do I take a ticket
• what do the statuses mean
• difference between resolved and closed
• how do I put a ticket waiting on the customer
• the ticket reopened by itself
• I cannot change the status