Throughout a ticket's lifecycle, both requesters and agents often need to ask questions and seek clarification. As you work with tickets, you’ll likely change their status multiple times.
This article explains how to manage ticket status changes and solve tickets.
Understanding how to manage ticket status changes can improve the requester-agent relationship. Ticket statuses inform requesters about the progress of their support requests while they help you, as an agent, manage your workflow.
This article includes the following topics:
Updating a ticket and changing its status
In a ticket, the Submit button applies any updates you make and allows you to select a ticket status. You can update tickets with changes such as public replies, internal notes, and so on with or without changing the ticket status.
- In Support,
select a ticket and take one of the following
actions:
- If you updated the ticket and don’t want to change its status, click the Submit as [status name] button.
- If you want to change the ticket's status,
click the arrow (
) in the Submit as button to open the
status options menu.You can change a ticket's status whether or not you've made an update to the ticket.
Click the status you want to update the ticket with.
About the statuses available in the status picker
The ticket statuses available to you in the status picker depend on how an admin has configured your account. You may have access to only five standard ticket statuses – New, Open, Pending, On-hold, and Solved – or you might see other, custom ticket statuses.
| Status picker with standard statuses | Status picker with custom statuses |
|---|---|
 |
 |
Additionally, depending on which form is applied to the ticket, the status options available in the list may be limited to only statuses configured for that form. If you switch the form, the statuses available might change. See About form ticket statuses.
Solving a ticket
After you've resolved a requester’s issue, you should solve the ticket. Solving a ticket means you’re done with the ticket and the requester is satisfied with the resolution.
Keep in mind that a requester can reopen a solved ticket by responding and adding a new comment. For example, the requester may disagree that their issue was resolved or something new occurred that invalidated the resolution.
Solving a ticket is usually your last step in a ticket’s lifecycle. The next, final step in a ticket’s lifecycle is the ticket being closed, which occurs through an automation and can’t be performed manually. See Understanding how tickets are closed.
To solve a ticket
- In Support, select the ticket you want to solve.
- Optionally, update the ticket.
- Click the arrow () in the Submit as button to open the status
options menu.
- If you only see the five standard statuses, click Solved.
- If custom ticket
statuses are activated, select a ticket
status in the solved status category.
Ticket statuses in the solved status category can be identified by the gray icon (
) next to their names.When you solve a ticket with a custom ticket status, the ticket retains the solved status even after it’s closed. See About closed tickets solved with a custom status.