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We have below status available in Freshdesk: Open Pending Need for more information Waiting on Third party Transferred Transferred to CM Resolved Activities before closure Closed |
- Open
Any tickets which are created will be in Open state. Ii.e ticket is not acknowledged yet by any agent. We will get tickets in Open status from L0.
After a ticket is assigned to an agent, it is his responsibility to change the status to further as required
2. Pending:
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SLA in Freshdesk is 30 minsResolution – 4 hours
3. Need for more information:
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Click on Reply, and write the content, and click on send and set as need for more information.
Ticket status has been changed as Need for more information
User will receive an email like below
This will stop the clock in freshdesk.
Ticket Dashboard will look like below:
As soon as the user responds to the ticket a status will pop up as customer responded in ticket dashboard.
And status will change as Pending by freshdesk automatically.
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To put the ticket in Waiting on third party, we need to change the status under ticket property and update the ticket.
5. Transferred to CM:
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This will stop the SLA clock in freshdesk.
This will update the ticket as below
6 .Resolved:
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Reply the solution to user and set a status as resolved.
User will receive an email on resolving the ticket.
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We have below status available in Fresh desk:
Open
Pending
Need for more information
Waiting on Third party
Transferred
Transferred to CM
Resolved
Activities before closure
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