What are the ticket statuses displayed on 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 click 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 perspective.
The end-user facing statuses are:
- Open - the support team is working to resolve the request
- Awaiting your reply - the support team is waiting for the end-users 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|
For more information, see the article: Submitting and tracking requests in the help center Customer Portal.