The Ticket Status is one of the most important ticket fields in Freshdesk as it helps you define your core support process for your team. It is a part of your default ticket form and helps you manage the lifecycle of a ticket from the time it gets recorded in your system, to the point where it gets closed by one of your agents.
By default, every ticket in Freshdesk can have one of 4 statuses: Open, Pending, Resolved or Closed. Additionally, you can also create more ticket statuses based on your business and use them to define specific stages that a ticket can be in or go through, during your support process.
What are the default ticket statuses and what do they mean?
Open - This is the default status of a ticket when it comes into your helpdesk. And, they are probably the ones that immediately need your support team's attention. Every time a customer replies to a ticket that has a different status, its always moves back to open so that you can take a look at it again and fix any issues, if necessary.
Pending - A ticket can be moved into pending when an agent has replied to a ticket and is waiting to get more information from them. By default, SLA timers are turned off for pending tickets because you don't want to face any violations when you are waiting on your customer. Sometimes, it can also be used with tickets that are on hold because of any third-party constraints that cannot be controlled by the support teams.
Resolved - When your agents are reasonably sure that they have provided the right solution to a customer, they can mark it as resolved. Once they do, the ticket can remain with the same status until the custom confirms that his issue has been fixed, upon which the ticket can be marked as closed.
Closed - A ticket gets closed when a requester acknowledges that his issue has indeed been resolved by the customer. However, even if the ticket has been marked as closed, it will move back into open if the customer replies to it again.
Understanding Custom Ticket Statuses
Custom ticket statuses let you bring additional steps in your support process and help you organize your tickets better.
When you try to customize Freshdesk to your needs, you might want to bring in your specific help desk workflows into your ticket statuses to make sure that your system fits your needs exactly. For example, you might want to create a field called “Waiting for Customer Response”, when you are waiting for information from your users.
With custom statuses, you can even decide what should be displayed to the customers when they log in to the support portal to check the ticket status and what is seen by your agents. That means you can show the ticket status as “Waiting on Customer” for your agents, but when your customers login to your support portal, they can see the status as “Waiting for Your Response”.
Managing your SLA Timers with Custom Statuses:
By default, an SLA timer starts ticking with every ticket the moment it gets added in your helpdesk. This is used to let you know when the ticket is due to be resolved, and is managed by the way you have defined your SLA policy under Admin > SLA Policies.
However, sometimes, your team will be in a situation where they aren't in control of what's happening. And as they wait for more information from the customer or for assistance from a third party, the ticket timer would continue to run down, eventually leading to an SLA violation. To avoid such problems, you can create a custom status called "Waiting on Third Party" and turn off the SLA timer for it (just like you do for the Pending status). That way, your team will be able to use it and make sure that their ticket aren't affected by these situations.
Similarly, you can choose to “freeze” the SLA timers with each custom status by turning the corresponding timer “Off”. All tickets with the SLA timer turned off will be marked as “On Hold” and can be Dashboard viewed from your helpdesk's Dashboard.
Quick guide to adding a ticket status in Freshdesk:
Login to your Freshdesk account as an administrator.
Go to Admin > Ticket Fields.
Click on the Status field to open up the properties dialog.
Use the options to change what your customers would see for different statuses. • Click on the Add new choice button to include a new ticket status.
Type in the name of your new custom status for both agents and customers.
Turn the SLA timer next to the status on/off based on it's purpose.
Click on Done once you are done adding new statuses.