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Ticket status meaning
Answered
Posted Oct 27, 2022
Hi, guys!
Could anyone please shed a light on this?
1. I don't see on-hold status as a ticket status (upon replying answers).
What could be the reason?
2. What does it mean "Submit as open" when answering the ticket?
Somehow only ticket status I see is New, Open, Pending. Then, when I use "Submit as open" does that mean we are checking internally (as we need to find the information internally)?
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3 comments
Brett Bowser
Great questions!
- You'll need to first enable the on-hold status as mentioned in this article: Adding the On-hold ticket status to Zendesk Support
- The Open status typically means that the ticket needs to be worked on by an agent. Once an agent submits their response to a customer they will want to submit as pending. Once the user replies back, the ticket status will automatically set the status back to open.
Hope this clears up any confusion!1
Edwin Schukking
Hi Brett Bowser,
I am not sure if the question had already been asked, but is it possible in the future to have the ticket status On Hold enabled by default? If I am not mistaken, at the moment this status cannot be shared between Zendesk instances and this causes minor annoyances with our partners as it usually re-opens tickets instead.
Kind regards,
Edwin
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Brett Bowser
AFAIK there's no plans to have this enabled by default. I would recommend creating a feedback post in the following topic: Feedback - Ticketing System (Support)
Thanks for taking the time to share this with us!
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