What is a ticket status?
Ticket status is also called a ticket phase. Through the resolving process, tickets can be assigned with various statuses. Although different ticket system software solutions might use a slightly different lingo, usually you’ll encounter the following ticket phases: New, Open, Answered, Resolved, or Postponed.
– New Ticket: This is a ticket that is yet to be opened and dealt with
– Answered Ticket: Once you answer a ticket, it’s marked as Answered
– Open Ticket: If your customer responded to your answer, the ticket status changes to Open
– Postponed Ticket: If you postpone a ticket it’s marked as Postponed.
– Resolved Ticket: When a ticket reaches its final stage in processing, it’s marked as Resolved
Statuses New Ticket and Open Ticket have the highest importance because they need to be dealt with and resolved first. LiveAgent will automatically highlight those tickets and sort them out based on priority.
Frequently asked questions
What is a ticket status?
Ticket status is each stage a ticket goes through in its life cycle. The statuses that can be assigned to the ticket are New, Open, Answered, Resolved or Postponed.
What is a ticket status used for?
The ticket status allows you to assess at what stage a given request is at that moment, whether it has already been opened, whether it has been handled, or whether it is waiting for a solution, because the agent needs more information.
How can you check a ticket status in LiveAgent?
In LiveAgent you can check the ticket status in the Tickets section. The status is displayed with each specific ticket.
Expert note
Tracking ticket status is crucial for efficient customer service. It allows agents to assess what stage a request is in and prioritize accordingly.
A ticket management system is software used by customer support representatives to manage and store various customer queries from multiple channels. It streamlines all customer messages from social media, live chat, email, phone, and customer portals. A ticket management system must have features such as a single, centralized inbox, hybrid ticket stream, ticket splitting and merging, departments, tags, ticket routing, automation, data analytics and reporting, private notes, responsibilities/assignments, gamification, omnichannel support, SLA compliance, built-in CRM, internal chats and calls, and third-party integrations. Ticket management systems are used by customer support agents, IT staff, marketers, and sales representatives. Using Gmail or Outlook for ticket management may result in lost or forgotten tickets, duplicate answers, and difficulty in organization, search, and overview. Ticket management systems solve problems by improving slow response times, reducing churn, improving productivity, and increasing customer satisfaction.
A ticket system is a common inbox for all customer tasks, with messages automatically converted into tickets. Key features include multi-channel availability, personalization, automation, personalized ticket pages, categories and tags, and the ability to build a knowledge base. LiveAgent is a ticketing system that automatically tracks and converts all customer problems into tickets. Ticket management systems streamline customer messages from multiple channels and must have features such as centralized inbox, ticket routing, and data analytics. Ticketing systems help improve response times, reduce churn, and increase productivity and satisfaction. An open source ticketing system is cost-effective compared to proprietary systems.
LiveAgent is a customer service software solution that provides several features, including a complaint management system, email management software, self-service software, and an inbound call center software. It also offers client portal software and a help desk software for startups. With its typing test costs calculator, LiveAgent provides a pricing model that helps businesses estimate their expenditures. The company offers a free trial, and support includes a support portal and data migration. LiveAgent's sales contacts and social media accounts are available for users to stay up-to-date with the latest news and discounts. The company also provides GDPR-compliant policies and security measures.
Live chat software is a popular customer service tool, but agents must possess strong skills for success. Etiquette tips include preparation, personalized scripting, friendly greetings, and canned responses. Custom statuses are also important for accurately reflecting the status of a ticket. LiveAgent is a help desk solution that offers custom statuses and connects multiple channels in one interface.
