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.

Note: This article is for customers who have the standard request list experience activated in the Copenhagen standard theme. If you activated the new request list experience, see the article: Using the new request list experience in the help center customer portal (Beta).

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.

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