Deskpro tracks the status of a Ticket. A ticket's status tells you who needs to act next, and gives you insight into what stage of the ticket's lifecycle it is in.
Status will let you know whether a User is waiting for you to respond, if the User needs to act next, or if there’s no need to act at all, e.g. the issue is resolved.
A single Ticket might be assigned back and forth between several Agents and go through several different statuses, before it is resolved or deleted. You can view the details of a Ticket’s history when you open it in the content panel.
The most important statuses for a Ticket are:
Awaiting Agent - this means the helpdesk needs to act on the ticket; typically, the User is expecting a reply.
Awaiting User - this means the helpdesk is awaiting a reply from the User before any more progress can be made in resolving the issue.
Resolved - the issue is resolved to everyone’s satisfaction, and communication has ended.
Pending - the Ticket cannot move forward for an extended period of time due to a stall either on the Agent or User side.
A Ticket will often go back and forth between the Awaiting Agent and Awaiting User statuses a few times before it is resolved.
An example Ticket lifecycle:
A User reports an issue by email, creating a Ticket with Awaiting Agent status.
An Agent replies, perhaps requesting more information, and sets the Ticket to Awaiting User status.
The User replies to the Agent, setting the status back to Awaiting Agent again.
The Agent is waiting on some external work to be completed before they can repond, and sets the Ticket to Pending.
After work is completed and a few more messages, the User confirms the problem is solved, and the Agent sets the status to Resolved.
When you send a reply to a Ticket, you can use options from the send button to decide what status to send a ticket in, as seen in the image below:
Usually you would reply and set the status to Awaiting User (this is the default option when you just press the reply button).
In some cases, you might reply and set the status to Awaiting Agent if you are telling the User that you’re assigning the Ticket to a different Agent, or reassuring them that you’re working on the problem and will get back to them.
The goal for most Tickets will be to get them to Resolved status.
Resolved Tickets can be re-opened by Agents, and by Users depending on their Usergroup Permissions.
Pending Status
Pending status is a way to record that an Agent needs to act on the Ticket, but that you’re waiting for something else to happen first. This often involves waiting for a third party.
For example, a User has raised a new Ticket and you need to check something with one of your suppliers before you reply. You have emailed the supplier and you are waiting to hear back.
Leaving this Ticket marked as Awaiting Agent isn’t quite right, since that would make it seem like there’s something you need to do to it now, whereas in fact you just have to wait for the supplier. The solution is to mark it as pending.
If a User sends another message while a ticket is in Pending status, this will put the ticket back into Awaiting Agent.
Hidden Statuses: Spam and Deleted
There are two Ticket statuses that are used for Tickets that are hidden from the main filters. These are:
Spam
Deleted
These hidden statuses will not generate notifications and will not show up in searches. You can still find them by looking in special filters.
Spam and Deleted Status
You may get Tickets created as a result of spam emails or web robots posting junk messages into the forms on the Help Center. You can set the status of these Tickets as Spam.
Deskpro does not have its own automatic spam filter, but your Admins may use another spam filter system combined with Deskpro features to mark suspected spam automatically.
Tickets set as Spam can be seen under the Ticket Queues in the navigation panel, if the Admin has created a Ticket queue that follows the criteria when the Ticket status is set to Spam.
Tickets can also be deleted. They are then shown under the Ticket Queues in the navigation panel, if the Admin has created a ticket queue that follows the criteria when the Ticket status is Deleted. You might want to delete a Ticket that is abusive or irrelevant (e.g. the User has sent it to the wrong company). You don’t need to manually delete resolved Tickets.
You can set a single Ticket as spam or delete it using the Ticket Actions Menu button.
You can use Mass Actions to Spam or Delete tickets in bulk.
Tickets in the Spam or the Deleted status will be purged - deleted permanently - after a certain amount of time. Your Admins set the time until automatic purging. It can be different for Deleted and Spam Tickets. Admins can also purge all the deleted Tickets manually.
You can always restore a Ticket before it is purged by clicking Restore on the top right hand corner of the deleted Ticket.
Before you restore a Ticket, you need to correct any errors, such as missing fields - otherwise the restore button won’t work.
Live status
A Ticket is in live status when a User and an Agent are actively communicating on a Ticket via live Chat or a Call. The status will show up on the top right corner of the Ticket. The purple circle will be flashing, indicating that there is a live Chat or Call going on.
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