Question
What are the ticket statuses displayed on the My activities Help Center page? Why are they not identical with the agent-facing ticket statuses?
Answer
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 |
| New | Open |
| Open | Open |
| Pending | Awaiting your reply |
| On-hold | Open |
| Solved | Solved |
| Closed | Solved |
For more information, see the article: Submitting and tracking requests in the help center Customer Portal.
2 Comments
Hi Team!
Out of interest, is there any way to change this to set e.g. 'just mimic the status of the Support Ticket' ? We have some quite technical users / partners who use our portal, and they'd definitely benefit from being able to see the difference between on-hold and open for example.
Thanks!
Thank you for messaging us.
Currently, help center cannot mimic the support ticket statuses due to system default. What I can suggest is to post this to our Product Feedback Page and specify your use-case as our product managers love to check this.
Best,
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