Ticket Statuses
Learn how to configure ticket statuses for a service desk
Overview
Ticket Status is an essential component for managing the workflow of tickets within Giva. It's critical to ensure that the statuses reflect the various stages of a ticket's lifecycle, from creation to resolution. A minimum of three default statuses are required: "New", "Assigned", and "Closed". It's possible to configure as many statuses as needed to suit your organization's unique workflow.
Managing Ticket Statuses
Renaming and Reordering Statuses
- Renaming a Status: To rename an existing status, simply enter the new desired name in the corresponding "Status" field.
- Reordering Statuses: Adjust the order in which statuses appear in the drop-down menu of a ticket. This can be done by clicking and dragging the sort icon to the desired position in the list.
Adding New Statuses
When adding an additional status, it's essential to give it a clear, descriptive name. After naming, it must be mapped to one of the following status "Types":
- New Status: Indicates an unassigned ticket, typically representing a new issue or request.
- Assigned Status: Signifies that the ticket is actively being addressed by an agent.
- Closed Status: Used when all work on a ticket is complete and the customer's issue has been resolved.
Setting Default Statuses
For each status type (New, Assigned, and Closed), it's necessary to select a single default status. This default is utilized when business rules automatically alter a ticket's status. For example, in a scenario with multiple "Assigned" statuses, choose the one that will be defaulted when a ticket is automatically assigned to an agent.
Special Purpose Statuses
- Special New Status for Email Tickets: Consider creating a unique "New" status specifically for tickets generated from emails.
- Automation-Related Statuses: For statuses used in automations like auto-closing tickets, it’s advisable to hide these from the ticket dropdown menu to prevent accidental selection. This can be done by checking the "Hide Status" checkbox.
Saving and Disabling Statuses
- Saving Changes: Always remember to save your changes after configuring statuses.
- Disabling Unused Statuses: If a status becomes redundant or no longer needed, it can be disabled to remove it from the dropdown menu in ticket creation or editing. However, it will still appear in historical reports and tickets where it was previously used.
Best Practices and Considerations
- Remember that once a status is tied to ticket data, it cannot be deleted but only disabled.
- Regularly review and update statuses to ensure they align with your evolving workflow and service standards.
- Engage your team in discussions about status utility and effectiveness to gather feedback for continuous improvement.