Help Desk Application Setup
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Service Request Fields
Hosted Help Desk Software Setup Statuses
Define Various States of a Service Request
Purpose: Each service request must have a status. This is how you manage the workflow.
Define Statuses. There is a minimum requirement of four service request statuses that must be configured in the system. The four required default statuses are named by default "New", "Assigned", "In-Progress" and "Closed". An additional default status "Reviewed" is not required.
To rename or renumber, modify the name and/or sort number in the respective status data entry box and click "Update". The sort number will reflect the order that the status is displayed in the status drop down menu of a service request.
If you would like to add an additional status, enter the name and number of that additional status in the respective data entry boxes and click "Update". Any new additional statuses do not have to be "mapped" to the default statuses "New", "Assigned", "In-Progress", "Closed", or "Reviewed".
The status defined as "Closed" functions as the status where SLAs are set (ie. setting a service request to the "Closed" status sets the date that will be compared to any SLA).
The status defined as "Reviewed" functions similarly but has no relation to SLAs. It can serve as a status of final review. For example, an agent might finish their work on a service request and mark it "Closed". This stops the SLA clock, and for all intents and purposes, the service request is finished. However, business requirements might call for a final review before considering a service request done. The reviewer could then review the service request, and upon verification, change the status of the service request to "Reviewed", and the service request would at that point be complete.
Again, changing a service request from "Closed" to "Reviewed" will not affect the SLAs. Also, "Reviewed" status service requests are included in any "closed" service requests reports, etc. that refer to service requests generally in terms of "open" or "closed".
Another alternative might be to rename the "Closed" status to "Resolved", and the "Reviewed" status to "Closed." Here, the SLA clock would be stopped when the service request is set to "Resolved", and "Closed" would be the final resting status of the service request.
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