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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