Status Types - Deskpro Support

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Status Types

in Statuses

Christine Loh

Published: 21 Sept 2021|Last updated: 17 Oct 2021

Deskpro statuses are used to track who needs to respond to the Ticket next. The core statuses are Awaiting Agent / Awaiting User/ Resolved / Pending.

The helpdesk knows that Awaiting Agent Tickets need to be brought to the attention of Agents, and Resolved is for a Ticket where the query has been answered.

Here are a few statuses that are used to track the progress of Tickets:

Status	Description
Awaiting Agent	The ticket is waiting for attention from one of your Agents
Awaiting User	The Ticket is waiting for the User to reply
Live	The User and an Agent are actively communicating on the Ticket
Pending	The Ticket is awaiting the completion of an action
Resolved	A finished Ticket that no longer requires action from the Agent nor the User
Archived	An old Ticket is placed in this filter
Deleted	A Ticket that is removed
Spam	A Ticket that is placed under Spam is removed from the view

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