Open to In-Progress:
- The admin can change the status of a ticket from Open to In-Progress.
- A notification is sent to the client when this status change occurs.
- The updated status is reflected across all screens in the system.
The status of this ticket shows Open.
As the new ticket is created both the support person and the client receive an email
Support person’s mail
Client’s mail
Now to change the status of ticket support person will click on (Click for Conversation)
This will lead to the next screen
In-Progress Status
To change the status from Open to In-Progress the Admin will click on In-Progress Button
When the status is changed by admin an email will sent to client only and status will update.
Client’s mail in case of in-progress status
Resolved Status
To change the status from In-Progress to Resolved (if the issue is resolved), the admin needs to click on the “Click for Conversation” option. A screen will appear, allowing the admin to change the status.
Click on Resolved Button.
Now the status is changed and in this case email will sent to client only.
Client’s mail
Now it’s up to the client. If the issue is resolved, the client can change the ticket status from Resolved to Closed. If the issue is not resolved, the client can change the ticket status from Resolved to Re-Open.
Follow the same steps
First click on Click for conversation.
Here are two options.
Resolved To Re-Open
Click on the Re-open Button, and the status will change successfully.
In this case, if the ticket is Re-Opened by the client, an email will be sent to both the support person and the client.
Support Person’s mail
Client’s Mail
If the client Re-Opens a ticket, the support person will follow the same steps. They will click on “Click for Conversation” and change the status to In-Progress. Once the issue is addressed, the support person will again click on “Click for Conversation” and change the status from In-Progress to Resolved.
Resolved To Close
Click on Click for conversation from client side.
Click On close
Once the client closes the ticket (if they feel the issue is resolved), the status of the ticket will be updated, and an email will be sent to the support person notifying them that the client has closed the ticket.
Support Person’s Mail