Is there an option to change the user-facing ticket statuses?
The default ticket statuses in Raiseaticket are pre-defined and provide essential classifications for ticket management. Here's an overview of the standard and customizable options:
Default Ticket Statuses (Non-Editable)
- Open: Indicates a newly created ticket. First response time is calculated from the ticket creation timestamp.
- Closed: Represents a ticket that has been resolved and acknowledged by the client. Resolution time is calculated from ticket creation to closure.
- Pending: Indicates a ticket awaiting a response from a vendor, admin, or developer (not the client or agent). On-hold time is added to the client's wait time.
- In Progress: Work is actively being done on the ticket.
- Resolved: The ticket is finalized and marked as solved by the agent.
- Reopened: A previously closed ticket that has been reopened for further action.
These default statuses cannot be edited but provide a robust framework for managing ticket lifecycles.
Customizable Ticket Statuses
Raiseaticket allows additional statuses to be added and customized to align with your specific workflows. Two editable statuses include:
- Awaiting Customer Response: Used when a ticket requires action or input from the client.
Customization: You can change the user-facing label to a custom phrase that fits your workflow. - Awaiting 3rd Party Response: Assigned when a ticket is waiting on input or approval from a vendor, developer, or service provider.
Customization: The user-facing label for this status can also be changed to suit your needs.
Customization Options
- Enable/Disable: These two editable statuses can be enabled or disabled based on your requirements.
- User-Facing Labels: Modify the labels to use custom terminology that matches your organization’s ticketing workflow.
This flexibility allows you to adapt the ticketing system to better reflect your internal processes while maintaining standard classifications for consistency.
