We understand that you may want to change the ticket status manually because you know further action will be required to solve the ticket later or because of the way you want to report on closing tickets. If this is the case, you can easily choose the status yourself every time.
You can also schedule when you would like this message to send, with the new status you've chosen.
In this help file, we’ll show you how to manually select what you want the status to be when you send the ticket, how to set your default status when replying to a ticket and how to schedule it.
Before you start
- You’ll need a Basic or higher login to eDesk. If you are a Read-only user, you can request an Admin user within your business to upgrade your Role.
01 What is the Send Status option?
This option allows you to manually choose the status of the ticket when submitting your response. You can also set the default send status of your ticket from the Mailbox settings of your Profile Preferences
Note: The send status option is set to 'Resolved' by default in each account. This is user specific, so each user can change their own default option from their Mailbos settings.
When you're ready to respond, click on the Send button. This will send the message and set the status of the ticket to the default option you chose in Mailbox Settings. You can also change the status manually by clicking on the ^ arrow next to Send and choose from one of the following options:
- Selecting Send status as Waiting will set the ticket status to Waiting, which you can later find in the Waiting section in the left hand side menu.
- Selecting Send status To-Do will set the ticket status to To-Do, which you can later find in the To-Do section in the left hand side menu.
- Selecting Send status Resolved will set the ticket status to Resolved, which you can later find in the Resolved section in the left hand side menu.
02 How do I change the default Send status?
It's very simple to change the default if you wish to do so, simply follow the instructions below:
- Go to Settings → My Account → Profile Preferences
- Then select the Mailbox tab.
- Scroll down until you see the option Default send message status on the screen.
- Change the default if you would like, and hit Save Changes.
Note: Each user will need to set this option within their own account settings, depending on what they want the ticket status to be after a reply.
03 How do I use this option?
This option allows agents more flexibility in managing tickets and the actions that still need to be done. They can decide if they would like a ticket to be marked as Waiting if they are still waiting for a response, or keep it in To-Do. Once the agent is happy that the problem has been solved, they can mark the ticket as Resolved manually also.
To avoid tickets building up in Waiting, you can set a number of days after which tickets will be marked a Resolved. To find out more information on this setting, click here.
04 How do I use the scheduling option?
You can schedule your response to be sent at a time of your choosing from the calendar option next to the Send button.
If the in-built calendar times don't suit, you can customize the time by clicking on pick date and time and choosing the date and time manually.
Further Readings
If you wanted to find out more about what ticket statuses like To-Do, Resolved, and Waiting mean, click here.
Interested in learning more about creating folders in your eDesk Mailbox to categorize your tickets, click here.
