What is a ticket lifecycle?
A ticket can go through various phases throughout its lifecycle. Typically when a ticket first comes in, its status is New. Once an agent answers the ticket, its status is changed to Answered. If a customer replies back to the same ticket, its status is changed to Open. After that, an agent can either answer the ticket again (and same process continues) or simply resolve the ticket and the status will be changed to Resolved.
Optionally throughout the ticket lifecycle, ticket can be Postponed until later, Marked as Spam, Deleted or Purged.
All actions associated with a ticket are marked with a timestamp in the ticket thread. Keeping track of these timestamps can be very useful, especially if you need to access your online ticket history. This is why it is important to choose a ticket support software that offers detailed ticket tracking and reporting.
Frequently Asked Questions
How do you define a ticket lifecycle?
The ticket life cycle is all the phases through which every ticket that goes to customer service goes. When the ticket appears for the first time, it receives the status "New", and the following life cycle stages are "Open", "Answered", "Resolved" and "Postponed".
Why should you analyze tickets’ lifecycle?
The analysis of the ticket life cycle makes it possible to determine which type of tickets appear most often, whether they are difficult to solve or give the possibility of a quick response.
Can you check a ticket lifecycle in LiveAgent?
In LiveAgent, you can check the life cycle of tickets. Our ticketing tool allows you to easily track the lifecycle of tickets, you can view the chronological sequence of all actions related to a specific ticket. Each action is marked with a timestamp, providing you with a clear timeline of the ticket´s progression.
What is the difference between "resolved" and "closed" in a service desk?
In a service desk context, "resolved" indicates that the necessary actions have been taken to address an issue or request, while "closed" means the entire process related to that issue is completed. Essentially, "resolved" suggests the problem has been fixed, but there might still be steps like verification or approval before it's considered completely done. Once all procedures are finished and the issue is thoroughly addressed, it's marked as "closed." The exact definitions can vary among organizations, so clear internal communication on these terms is essential.
Expert note
Proper management of ticket lifecycle ensures timely and satisfactory resolutions for customers. Choose ticket support software with detailed tracking and reporting.
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