Statuses
- status
- reminders
- tickets
- administrator
- reminder
- icon
- hold
- auto-release
Configuration > Tickets > Statuses
Configuration > Sales > Statuses
Related Guides:
Table View
| Field | Type | Description |
| Name | Header | This is the name of the Ticket Status, and will be how it is displayed in lists. |
| Sequence | Header | This is the sequence value of the Ticket Status, and will dictate where it appears in lists. Higher sequences will appear lower on the list. |
Top Bar
| Field | Type | Description |
| Edit / Save | Button | Allows the ability to edit the details of this Ticket Status, then save them afterwards. |
| Delete | Button | Deletes the Ticket Status. You will be warned. |
Details
| Field | Type | Description |
| Status Name | Free Text | Establishes the Ticket Status name, returned throughout the UI. |
| Icon Text | Free Text | Ticket Statuses are displayed as small 'icons' on the Self-Service Portal, Ticket details screen & via column profiles. The text entered here is returned in that icon. NB: Due to the icon's size, we advise you keep the icon text for Ticket statuses short & sweet! |
| Sequence in lists | Integer | Determines the order in which statuses appear in lists. The lower the Sequence number, the higher in the list the status appears. |
| Status Colour | Hex Code | Determines the background colour for the statuses icon |
| SLA Hold Action | Single Select | Determines what to do with the SLA timer on a Ticket once it moves to this status, options include:
|
Enable sending of SLA hold reminders. | Checkbox | If SLA Hold reminders are enabled, this option determines whether or not to consider sending SLA hold reminder emails/auto closure upon a Ticket being moved to this status. |
| Working hours until SLA auto release | Integer | Should the ticket be placed on SLA Hold via this Status, it will be released from that Hold when this number of hours has passed. Hours are only counted inside the working day, determined by the ticket's SLA. |
| User updates release from SLA hold. | Checkbox | Should a ticket be on SLA Hold with this Status, a User updating the ticket will remove that hold. |
| Inform Agent of no status change after this many hours. | Integer | Establishes a period of time (hours) after which the assigned Agent of the Ticket should receive an email notifying them that the Ticket's status has not changed, the agent will receive a notification in Halo as well as an email. The workday used is set by the "Hours" field, which allows the choice between Default, Normal Hours (24h) and Work Hours (the SLA's). NB: Click 'Recurring' next to this option to have these emails send on a repeat basis, with frequency determined by the time field mentioned. |
| Inform Team of no status change after this many hours. | Integer | Establishes a period of time (hours) after which all Agents in the Team the Ticket is assigned to will receive an email notifying them that the Ticket's status has not changed, the agents in the Team will receive a notification in Halo as well as an email. The workday used is set by the "Hours" field, which allows the choice between Default, Normal Hours (24h) and Work Hours (the SLA's). NB: Click 'Recurring' next to this option to have these emails send on a repeat basis, with frequency determined by the time field mentioned. |
| Inform Team manager of no status change after this many hours. | Integer | Establishes a period of time (hours) after which the Team leader/manager will receive an email notifying them that the Ticket's status has not changed, the manager will receive a notification in Halo as well as an email. The workday used is set by the "Hours" field, which allows the choice between Default, Normal Hours (24h) and Work Hours (the SLA's). NB: Click 'Recurring' next to this option to have these emails send on a repeat basis, with frequency determined by the time field mentioned. |
| Email Template | Single Select | Determines the email template to be used when emailing the assigned Agent/Team/Team leader about a Ticket's status having not changed. |
| Inform User when a Ticket has this status for this many working hours (always recurring) | Integer | Establishes a period of time (hours) after which the User will receive an email notifying them that the Ticket's status has not changed. This will always use the SLA's workday hours and is always recurring. |
| Email Template for User emails | Single Select | Determines the email template to be used when emailing the User about a Ticket's status having not changed. |
Change Status after this many hours (does not recur) | Integer | Establishes a period of time (hours) after which the Status will change to the following set status. This is a one-time change and will not recur. |
| Status | Single Select | This is the new Status that will be set, should the "Inform User when a Ticket has this status for this many working hours (always recurring)" value not equal 0. |
| Hours | Single Select | The workday used, from which the hours will be counted. This allows the choice between Normal Hours (24h) and Work Hours (the SLA's). |
| Show in Quick Status Change drop down. | Checkbox | 'Quick Status Changes' are Status changes occurring outside of an Action. If Quick Status Changes are allowed, only statuses with this checkbox selected will be available. |
| Include in Load Balance Calculations | Checkbox | *Only available if the Incoming Service has been enabled in Configuration > Advanced Settings* This setting will be on by default, it is used to decide whether the particular status is to be included in the load balance calculation, when unchecked, tickets which have the status not in load balance calculations, will not be load balanced. |
Other Uses
| Field | Type | Description |
| Used in Ticket Types | List (Read Only w/ Hyperlinks) | The types listed here will have this Status listed in their "Allowed Values" section under "Statuses". |
| Used in Actions | List (Read Only w/ Hyperlinks) | The Actions listed here will have this Status set as their "Status After Action" option. |