Changing a Ticket's Status

Ticket statuses determine whether or not your tickets need attention. You can change a ticket's status automatically when you reply to a customer, or manually without replying. Learn more about ticket statuses. 

To change a ticket's status with your reply:

  1. Go to the relevant ticket. 
  2. Scroll to the bottom of the ticket. 
  3. Click in the reply field and create your reply.
  4. Send your reply:
    • Click the drop-down icon next to Send and select an option:
      • Send: Changes your ticket's status to Pending and sends your reply.  
      • Send and change status to Open
      • Send and change status to Closed
      • Send and change status to Investigating
    • Click Send & Resolve to send your reply and change the status to Solved. 
Note:
Clicking Send & Resolve allows your customers to rate your responses. 

To change a ticket's status without replying:

  1. Go to the relevant ticket. 
  2. Click the Status in the top left corner of the ticket. 
  1. Select the status you're changing the ticket to.
  2. Click Change status. 
IN THIS ARTICLE

Related Articles

Working with Tickets

About Ticket Statuses

Ticket statuses help you quickly understand if tickets need replies from team members. There are 5 ticket statuses that tickets can have at a time. You can change ticket statuses manually, in bulk, or while rep

3 min read
Read Article