Ticket Status Changes

Every new message in a ticket thread can trigger a change in the ticket status. The current status of the ticket is visible in the Details panel, in the top-right corner.

To change the status, click the New Message button in the top-right corner of the Messages panel. After typing the message you want to send along with the ticket status update, click the Save button. A dropdown menu will then appear, presenting you with the available options for this ticket.

The list of options depends on the ticket's current status, your user role in the system, your association's settings, and other factors, as detailed in the table below. For more info on Support Ticket Statuses, check Support Workflows.

Some of the most frequently used ticket statuses and their intended purposes are:

• Save and Close – Use this option when you have resolved the issue or completed all necessary actions related to the ticket.

• Save and Return to L0/L1/L2 – Select this to send the ticket back to the User/Superuser/System Administrator for further action or review.

• Save – This sends your reply while setting the ticket status to WAITING.

To allow the recipient to take further action on the ticket, such as escalating it, you must not leave it in the WAITING status. This status is intended only when you expect to reply again. In all other cases, make sure to select a status that triggers a notification and allows your counterpart to proceed accordingly.

Each time the ticket status changes or someone contributes to the conversation, all users involved in the ticket receive a new email notification, as shown in the examples below.