Understanding Ticket Statuses in Zendesk
What are the standard ticket statuses in Zendesk?
In Zendesk, standard ticket statuses include New, Open, Pending, On-hold, and Solved. The On-hold status is available only if an admin has activated it. These statuses help you track the progress of tickets and manage them effectively.
For more information on ticket statuses, refer to theoriginal Zendesk help article.
More related questions
How can I view and manage tickets in Zendesk?
To view and manage tickets in Zendesk, you can use the Views feature. Views are groups of tickets organized based on specific criteria, such as status or priority. You can access these views by clicking the Views icon in the sidebar. Once in a…
What is the agent dashboard in Zendesk?
The agent dashboard in Zendesk is your go-to place for managing tickets assigned to you and your groups. It displays open tickets, ticket satisfaction statistics, and the last 100 updates made to your tickets. You can access it by clicking the Home…
How do I avoid agent collision in Zendesk?
Agent collision in Zendesk occurs when multiple agents work on the same ticket simultaneously. To avoid this, Zendesk provides visual cues like an eye icon next to tickets being viewed by another agent. Within a ticket, you can see collision…
What is Play mode in Zendesk and how do I use it?
Play mode in Zendesk is a feature that guides you through available tickets in a view automatically. By clicking the Play button, you open the first ticket in the view. After addressing the ticket, you can click Submit to update it and…
How can I track my recently viewed tickets in Zendesk?
In Zendesk, you can track your recently viewed tickets by hovering over the +add tab in the top toolbar. This shows you the last five tickets you viewed. However, note that this list disappears after 72 hours if no action is taken on any of your…
How do I expand or collapse my views list in Zendesk?
To expand or collapse your views list in Zendesk, click the arrow at the top of the views list. When collapsed, the list will auto-show when you mouse over it and auto-hide when you move away. By default, your views list is expanded, but you can…
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