Question
What are the ticket statuses displayed on the My activities help center page? Why are they not identical to the agent-facing ticket statuses?
Answer
The customer portal opens when you click your profile icon on the upper-right of any help center page and click My activities. 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 system customer-facing ticket statuses are:
- Open - the support team is working to resolve the request
- Awaiting your reply - the support team is waiting for a reply from an end-user
-
Solved - the request was resolved
The ticket statuses are located under the Status column.
If you created custom ticket statuses, 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 ticket 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 ticket statuses:
Ticket Status | 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.
6 comments
Tim Grimshaw
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!
3
Josh
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,
1
Dan Dascalescu
I'm an engineer and I've sent a few bug reports to Notion.so, who uses Zendesk.
Since my requests couldn't be solved, they were forwarded internally to the team. However, their Zendesk keeps sending me automated emails like this:
But it's not me who needs to respond, it's them.
How can they fix this?
0
Christine Diego
They should have set the ticket to on-hold status instead of pending to avoid sending those automated messages to users like you. You can check about different ticket status here.
1
Okan Düzgün
Hi there,
Why are tickets with “On-hold” status shown as open tickets?
0
Christine Diego
The On-hold is an internal status and requesters do not see this. On-hold tickets appear as Open to your customers. You can check this article for details.
0