What are the ticket statuses displayed in the My activities Help Center page? Why are they not identical with the agent-facing ticket statuses?
When you click your profile icon on the upper-right of any Help Center page and choose My activities, the customer portal opens. The ticket statuses that are displayed in the Help Center to end-users are slightly different than the ticket statuses that are available to agents in Support. This is because the customer portal ticket statuses are meant to make sense from the end-user's perspective.
The end-user facing statuses are:
- Open - support team is working to resolve the request,
- Awaiting your reply - support team is waiting for the end-user's reply,
- Solved - the request was resolved.
Here's how the Help Center customer portal statuses correspond to the Support ticket statuses:
|Support Ticket||Help Centre request|
|Pending||Awaiting your reply|