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What is a ticket status?
Ticket status is also called a ticket phase. Through the resolving process, tickets can be assigned with various statuses. It is an essential feature of any reliable ticketing tool. With the ability to assign various statuses, support agents can seamlessly track the progress of each customer ticket. Updating the status of each ticket not only helps organizing and prioritizing workload but also enables agents to identify urgent or critical issues that require immediate attention. Every support ticketing tool should have this built-in ticket status to maintain a high level of customer satisfaction.
Although different ticket system software solutions might use a slightly different lingo, usually you’ll encounter the following ticket phases: New, Open, Answered, Resolved, or Postponed.
– New Ticket: This is a ticket that is yet to be opened and dealt with
– Answered Ticket: Once you answer a ticket, it’s marked as Answered
– Open Ticket: If your customer responded to your answer, the ticket status changes to Open
– Postponed Ticket: If you postpone a ticket it’s marked as Postponed.
– Resolved Ticket: When a ticket reaches its final stage in processing, it’s marked as Resolved
Statuses New Ticket and Open Ticket have the highest importance because they need to be dealt with and resolved first. LiveAgent will automatically highlight those tickets and sort them out based on priority.
Frequently Asked Questions
What is a ticket status?
Ticket status is each stage a ticket goes through in its life cycle. The statuses that can be assigned to the ticket are New, Open, Answered, Resolved or Postponed.
What is a ticket status used for?
The ticket status allows you to assess at what stage a given request is at that moment, whether it has already been opened, whether it has been handled, or whether it is waiting for a solution, because the agent needs more information.
How can you check a ticket status in LiveAgent?
In LiveAgent you can check the ticket status in the Tickets section. The status is displayed with each specific ticket.
What are the types of ticket status?
Ticket status can vary depending on the specific system or platform being used. In general, common types of ticket status include "open," "in progress," "on hold," "resolved," and "closed." These status types are used to track the progress and resolution of a support ticket or service request. Some systems may also have additional status types such as "pending customer response" or "escalated." It's important to note that the specific status types and their meanings can vary between different organizations and software platforms.
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Expert’s note
Expert’s noteTracking ticket status is crucial for efficient customer service. It allows agents to assess what stage a request is in and prioritize accordingly.
What is a ticketing system: Definition, examples & features
What is a ticketing system, and how can it benefit your business? Discover its key features and real-life examples to boost your customer support operations.
