Action needed status


  • Amie Brennan

    Hey Monic, 

    When a customer replied to a pending ticket inside Zendesk, it automatically moved to the new Red Open status. This status means that the customer has replied and there's further action needed by the agent from this point. 

    There's nothing you really need to create here, except perhaps a better understanding of how ticket statuses work inside Zendesk. 

    I recommend you read over this guide here which will give you more insight into ticket status when updating and solving tickets during the ticket's lifecycle.

    Since you're new to Zendesk, I would also recommend checking out the Training guides available for Zendesk here: there are some great free ones there which will teach you all about Zendesk as an Agent or as an Admin. 

    Hope this helps. :)




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