...

 
This document is prepared to explain various statuses configured in Freshdesk for SOLVAY. Through this document you will be able to understand which status should be used at basic situation.
 

List of the statuses available in Freshdesk are:

...

• A ticket is assigned to a group. Dispatcher of that group can assign among the available agent based on the skill/domain. It is an agent's responsibility to change the status of the ticket further as required.

Image Modified

Pending:

• If ticket is assigned to a Group, Agent. Pending status is updated.

...

• The change in status can be done either in ticket dashboard or in ticket properties after opening a ticket.

Image Modified

• Ticket properties:

Image Modified

• Freshdesk SLA:

Image Modified

Need for more information:

...

• Click on Reply button, and write the content, and click on send button and set status as "Send and set as need for more information".

Image Modified

Image Modified

• This activity will be popped up in activity list of ticket.

Image Modified

• Ticket status has been changed as Need for more information

Image Modified

• This will stop the clock in Freshdesk.

Image Modified

• User will receive an email like below

Image Modified **

• Ticket Dashboard will look like below:

Image Modified

• As soon as the user responds to the ticket a status will pop up as customer responded in ticket dashboard.

Image Modified

• And status will change as Pending by freshdesk automatically.

Waiting on Third party:

• Ticket was transferred to entity external to applications (vendor, supplier, infrastructure)

...

• When the ticket is transferred the status should be changed to "Transferred" and change the group name.
  
  

Update the status:

Image Modified

• Change the group name:

Image Modified

Transferred to CM:

• When a ticket is transferred to Solman/other change management tools in use - e.g. OtC CRM - PMO Toolkit

• When a ticket is transferred to change management system the "Transferred to CM" status is updated
• This will stop the SLA clock in freshdesk.

Image Modified

• This will update the ticket as below

Image Modified

Activities before Closure:

...

• When a resolved ticket requires some more additional actions before closure then we will keep a ticket in this status.

Example:

A ticket needs to be translated to requester's language.

Resolved:

• Used when a solution is found and proposed to user. May be closed automatically.

...

• By replying the solution to a user and update a status as "set a status as resolved".

Image Modified

• User will receive an email on resolving the ticket.

Closed:

• Closed tickets

A ticket can be closed in 3 ways are:

• By user
• By agent
• Auto closed
  
  By user:

• User can mark the ticket as closed from customer portal after a solution is proposed by agent.

• When an agent finds a solution, they should reply to user and mark the ticket as resolved.

Image Modified

Image Modified

• After a ticket is resolved, ticket looks like below in dashboard

Image Modified

• When a ticket as a status "resolved", user will receive an email communication from freshdesk, stating the ticket has been resolved.

Image Modified

• User can view the list of ticket and their status in customer portal of user. User will have an option on right hand side of the ticket to "Mark the ticket as closed".

Image Modified

• When the user mark the ticket as closed, user will get a below pop up.

Image Modified

• This will also trigger an email notification to user, like below.

Image Modified

• On agent's portal, the ticket looks like below in ticket dashboard.

Image Modified
Image Modified

By agent:

• An agent can also change the ticket status to closed, if the user confirms that provided solution is useful.

Image Modified

Auto closed:

• If the ticket is not marked by user as closed and if agent also have not marked ticket as closed, then fresh desk will mark resolved tickets as closed after "defined days" in system.

...