14 Oct
The Problem The current two-status system (“Open” and “Closed”) is inefficient. It makes it difficult for clients and managers to track which tickets are truly resolved versus which are awaiting a response. Marking a ticket “Closed” when the issue isn’t fixed causes confusion and makes it hard for clients to manage their support requests.
Proposed Solution We propose a more detailed ticket status system to improve workflow and clarity:
Introduce New Statuses:
Pending Client: Indicates the support team is awaiting a client’s response.
Pending Agent: Shows that the support team needs to take the next action.
“Solved” Status:
Replace “Closed” with “Solved” to signify that the issue has been successfully resolved.
Allow clients to mark their own tickets as “Solved” to confirm resolution.
Automation Rule:
If a ticket is “Pending Client” for an administrator-defined number of days without a reply, automatically change its status to “Solved.”
Key Benefits This enhancement will provide greater transparency for clients, give support managers better tools for tracking agent workload, and improve overall ticket management efficiency.
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Raymond