What are the customer portal ticket statuses?

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 system end-user facing ticket 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

The ticket statuses are located under the Status column. 

If custom ticket statuses have been activated, then the Status drop-down menu displays the system ticket status categories. This means that when you select a status category, all the ticket statuses that belong to that category are displayed in the Status column. Custom ticket statuses may appear in addition to the system statuses in the Status column. Like system statuses, custom ticket statuses can also display a different name to end users than what is shown to agents.

Here's how the Help Center customer portal statuses correspond to the system Support ticket statuses:

Support Ticket	Help Center 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.