Tickets are categorized by transaction status on the Desk360 platform. In this way, it can be monitored at what stage the demands are in the solution process.
There are four different support request statuses:
◾Unresolved ◾Resolved ◾Waiting ◾Reopened
All tickets reaching the Desk360 platform automatically have an Unresolved status. This status indicates that no action has been taken on the ticket yet. Tickets waiting to be resolved are indicated on the Desk360 platform by the UR icon.
Tickets reaching the Desk360 platform are answered by users. The problem associated with the ticket is resolved as a result of the conversations between the user and the customer. The status of the resolved requests is taken to the Resolved status by the users. Resolved requests are indicated by the R icon on the Desk360 platform.
Tickets reaching the Desk360 platform can optionally be switched to Pending status by users. Tickets with this status are indicated by the W symbol on the Desk360 platform.
After ticket reaching the Desk360 platform are resolved by users and switched to Resolved status, the status of the ticket is automatically updated as it is reopened when the customer writes a response to the same ticket once again. Tickets with this status are shown with the RE icon on the Desk360 platform.