Ticket status meaning


3 Comentários

  • Brett Bowser
    Zendesk Community Manager
    Hey Jiyoon,
    Great questions!
    1. You'll need to first enable the on-hold status as mentioned in this article: Adding the On-hold ticket status to Zendesk Support
    2. 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!
  • 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,

  • Brett Bowser
    Zendesk Community Manager
    He Edwin,
    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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