The ticket status
indicates the progress made in resolving the request
for which that particular ticket was created.
In DataKnowl Contact, there are five values for ticket status
: means that a new ticket
has been received (via V-Voice, e-mail, SMS, V-Agent, etc.) or that a new ticket
has been created by an agent. When a ticket is in this state, it is waiting to be
picked up by a support team agent. By default, each new ticket is marked as "open"
and is automatically assigned to an agent responsible for its resolution.Pending
: means that the assigned agent has taken charge of the request and is working to resolve it
. The agent may need more information (provided by colleagues or from the person who
opened the request) to be able to resolve and close the ticket.On-hold
: means that the request is awaiting a resolution from third parties external to the support team
: means that the assigned agent has solved the request
related to the ticket, but can still intervene on the ticket
in case of further requests. The "solved" status, unlike the "closed" status, allows
agents to work on the ticket again.Closed
: means that the request has been permanently resolved
. When an agent changes the status of the ticket to "closed", the ticket can no longer
be reopened or changed.