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 ticket are marked with a timestamp in the ticket thread.
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. All actions related to a specific ticket are marked with a time stamp next to each ticket.