.e11 Help Desk Software Manual for customer support & service software
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Status feature allows you to modify display properties of various status messages related to the tickets in your Helpdesk system. The status messages get displayed as an icon or a label in the Inbox of the client’s interface and the representative’s end as mentioned by you in Enable/Disable Functionalities. In the Figure 11-1-1, the status is displayed by Label in the Inbox of the representative section.
To modify display property of various statuses in the application:
1. Open Ticket Management Configuration page.
2. Click Status .
3. View Status Details page opens, as shown in the Figure 11-7-1. This page will show you the names of the various statuses that will be displayed in the Representative and Client sections. It will also show you the icons for these statuses.
Tip: You can also click on from the toolbar to access the View Status
Details page directly.
|
Representative Display Name |
Client Display Name |
Status Messages Description |
|
Open |
Pending |
When the representative has not attended a ticket. |
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Routed |
Being Worked On |
When the ticket is assigned to a representative. |
|
Escalated |
Being Worked On |
When the ticket is automatically or manually escalated to the representative on the basis of the escalation rule. |
|
Draft |
Being Worked On |
When a representative saves the ticket in his/her queue, so that it can be worked upon in the future. |
|
Fixed |
Fixed |
When the representative replies to a ticket. |
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Awaiting Customer Response |
Awaiting Customer Response |
When the representative has replied to a ticket but is expecting a reply from the client. |
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Closed |
Closed |
When the client is satisfied with the answer and closes the ticket. Or when the representative closes the ticket. |
|
Deferred |
Deferred |
When the ticket is deferred to be answered in the future. |
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Cancelled |
Cancelled |
When the representative or the client cancels the ticket. |
4. Click on the Representative Display Name or Client Display Name of a particular status to modify the display property of that status.
Note: You can modify the status messages to be displayed in the Inbox of the client’s interface and the representative’s end, as shown in the Figure 11-7-2. With the help of status messages, both the representatives and clients can know about the status of a ticket, and the action being taken on it.
5. As you click on the Representative Display Name or Client Display Name, the Modify Status Information page opens, as shown in the Figure 11-7-2.
6. Modify information in the required fields:
Required Fields |
|
Field |
Description |
|
Rep Display Name |
Status as it will be displayed to the representative in the Inbox of the representative end. |
|
Client Display Name |
Status as it will be displayed to the client in the Inbox of the client end. |
|
Icon Name |
Name for the Status Icon, which will be displayed in the Inbox. |
7. You can also add or update information in the optional fields.
Optional Fields |
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Field |
Description |
|
Color |
Enter or select the color by
clicking |
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Show status in status list |
Check this box to display the status in the drop-down menu while creating and replying a ticket. |
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Display status thread in representative section |
Every response has a status associated with it. Check this box to display the status thread in representative section. |
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Display status thread in client section |
Every response has a status associated with it. Check this box to display the status thread in client section. |
8. Modify the Status Information and click 
to save the changes.
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