Configure the ticket status types

The ticket status identifies the ticket's current stage of completion and indicates whether action is needed.

By default, Web Help Desk includes the following status types. You can modify all preconfigured status types and create additional status types.

Status Description
Open This issue requires a resolution. This is the default status of a ticket when it is created.
Pending The ticket was received, but is currently on hold. For example, this status could be used to indicate that a feature request was received, but management has not decided if the request will be granted.
Resolved The tech believes that a solution was provided, and is waiting for the client to confirm the resolution.
Closed The client confirmed that the issue was resolved. You can also configure Web Help Desk to automatically close a ticket if the tclient does not respond to the confirmation request withing the specified time period.
Canceled The client is no longer experiencing the problem, or no longer needs the service requested in the ticket.

Modify a preconfigured status type

By default, setting a ticket status to Resolved sends an email asking the client to confirm the resolution. The following example configures the Resolved status to automatically close the ticket if the client does not respond within three weeks.

  1. On the toolbar, click Setup.
  2. Select Tickets > Status Types.
  3. In the list of status types, click Resolved.

    By default, the Resolved status type is configured to send an email prompting clients to confirm that their issue was resolved.

  4. Set Automatically Close Ticket After to 3 Week(s).

    If a client does not respond to the confirmation email within three weeks, the ticket status is automatically set to Closed.

  5. Click Save.

Create a new status type

This example creates a new status type called Waiting on Client Response.

  1. On the toolbar, click Setup.
  2. Select Tickets > Status Types.
  3. Click New.
  4. Enter a Name and Description.

  5. Change the Display Order so that tickets with this status are displayed above Closed, Canceled, or Resolved tickets.

  6. Clear the Count Time check box.

    The time spent in this status is not included in the ticket's total open time, and the ticket's due date is extended by the amount of time spent in this status.

  7. Click Save.

    The new status type is displayed in the list.

    You must click Save on the Status Types tab before you click the Options tab. If you do not click Save, the information you entered on the Status Types tab is lost.

  8. In the list of status types, click Waiting on Client Response.
  9. Click Options.
  10. In the Client Update Sets Status To field, select Open.

    When the client updates the ticket, the status automatically changes to Open. This indicates that information has been added to the ticket and the tech can resume work on it.

  11. Click Save.