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We have below status available in Fresh deskFreshdesk: Open Pending Need for more information Waiting on Third party Transferred Transferred to CM Resolved Activities before closure Closed |
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- 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
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SLA in Freshdesk is 30 minsResolution – 4 hours
3. Need for more information:
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