Managing Ticket Statuses in Zendesk
How do ticket statuses work in Zendesk?
Ticket statuses in Zendesk help track the progress of a support request. There are six standard statuses: New, Open, Pending, On-hold, Solved, and Closed. Each status represents a different stage in the ticket's lifecycle, from initial receipt to final resolution. For instance, 'New' indicates a ticket has been received but not yet assigned, while 'Solved' means the issue has been resolved. Understanding these statuses helps manage and prioritize support tasks effectively. For more information, visit theZendesk help article.
More related questions
What are standard ticket fields in Zendesk?
Standard ticket fields are predefined fields that are part of every ticket in Zendesk by default. These fields include essential information such as the requester, subject, description, status, type, priority, and more. Some of these fields, like…
How can I create custom ticket fields in Zendesk?
Custom ticket fields allow you to gather additional information from users when they submit a support request. You can create fields for specific data like product type or model number. These fields can be added to your ticket forms and are visible…
What is the purpose of the 'Requester' field in Zendesk tickets?
The 'Requester' field in Zendesk tickets identifies the person who made the support request. This field is crucial as it links the ticket to the end user who needs assistance. If a ticket is created by an agent and the requester field is left…
Can I use the same ticket field multiple times in a Zendesk form?
No, you cannot use the same ticket field more than once in a single Zendesk form. Each field is unique to the form and serves a specific purpose. If you need to collect similar information multiple times, consider creating separate fields for each…
What are the different types of ticket fields in Zendesk?
In Zendesk, there are two main types of ticket fields: standard and custom. Standard ticket fields are predefined and include essential information like requester, subject, and status. Custom ticket fields, on the other hand, can be created to…
How can I manage ticket fields in Zendesk?
You can manage all your ticket fields in Zendesk through the Fields admin page. This page allows you to view, edit, and organize both standard and custom ticket fields. You can deactivate or reactivate certain fields, create new custom fields, and…
What is the 'Type' field in Zendesk tickets used for?
The 'Type' field in Zendesk tickets is used to categorize the nature of the support request. There are four values: Question, Incident, Problem, and Task. This categorization helps in organizing and prioritizing tickets based on their nature. For…
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