(5) Ticket Submission Statuses

The purpose of this article is to show how ticket submission statuses are applied and when to use them. In this article, we will cover the following:

  • What are Ticket Submission Statuses and What Do They Tell Us?
  • Why it's Important to Use the Correct Ticket Submission Status
  • Ticket Submission Statuses

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đź’ˇ Key Terms and Definitions

  • Ticket - In Zendesk, a ticket refers to each customer request. Tickets can originate from various sources, such as emails, live chats, form submissions, and phone calls.
  • Ticket Status - Ticket Status is how Zendesk helps you stay organized. Each Ticket Status indicates the desired next step for the individual ticket. 

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What are Ticket Submission Statuses and What Do They Tell Us?

Think of submitting a ticket by pressing ENTER or SEND after you've completed an action. You're telling Zendesk what needs to get done AFTER you’ve done your part.

If you click the down arrow next to the Submit as button, you will see all options, AND you will be able to determine which of these works best by hovering over an option to view what it does. 

This is super helpful if you're ever unsure which option to select. However, the list below will help you as well.

 



Why it's Important to Use the Correct Ticket Submission Status?

Submitting the right ticket status affects reporting and some of the automatic workflows that are in the works behind the scenes.

For example, when you submit a ticket as pending, there may be a message that goes to the customer to remind them to reply back to you. So be sure to use the correct ticket status based on the next intended action.

 

Ticket Submission Statuses

Below is a table that shows you each status to use and when to use it. 

Status

When this status is used

Who sets this status?

Who owns the next step?
New
  • Usually the status when a ticket is created (there are exceptions).
  • There’s been no action taken, and the ticket has not been assigned to an agent. 
  • Tickets can only be New once.
 Zendesk You
Open
  • This status means the ticket can either be newly assigned, or it can mean someone you’re in contact with has responded. Either way, the ticket needs to be addressed.

You, Zendesk, or Customer

 You
Pending
  • Use this status when you’ve replied to the customer and are awaiting their response.

You or Zendesk 

 Customer
On hold
  • Use this status if you need to work on the request for the customer, but cannot solve it right away.
 You You
Solved
  • Use this status when there’s no additional action required. Essentially, you’ve “solved” their request.
 You No one