Checking the Status of the Tickets

You will be able to check the status of the tickets you have raised by logging in into your account and clicking on the Check Ticket Status button.

A ticket can have various statuses. You can filter out tickets based on the 'Status' by using the drop-down above the list of tickets:

All Tickets view

Choosing All Tickets will show every ticket raised by the requester in the helpdesk, no matter what the status of the tickets is.

Open or Pending tickets

For an agent, every ticket that comes in will be in Open status by default. The agent can change the status of the ticket to Pending when they are awaiting a response from the requester or if they're waiting for more information from a third party.  For a requester, all open or pending tickets have a status of Being processed (modifiable).

Resolved or Closed

The ticket is marked as Resolved when the agent provides the solution for the customer's question/issue.

The ticket is marked as Closed when the customer confirms the resolution of the ticket.

The customer will be able to reply to the ticket at any point of time to reopen it in case of further questions.