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. 
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

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