By default, KB Support has the following possible statuses which can be assigned to a ticket…
- New – Ticket has yet to be reviewed by an agent.
This status is assigned to tickets received via a submission form.This status cannot be manually assigned to an existing ticket
- Open – The ticket has been reviewed and is actively being worked on.
Any ticket that is opened by an agent is automatically set as open. If you are automatically assigning tickets to agents within your configuration, the ticket will be updated and placed into the open status
- On Hold – Generally, a ticket should be placed on hold by an agent if insufficient information has been provided by the customer, or if they are awaiting information from an external source
- Closed – Indicates that the ticket has been resolved.
Depending on your configuration, an email is sent to the customer advising them that the ticket has been closed
Depending on which extensions you have installed alongside KB Support, additional ticket statuses may be available. You should review the specific extension documentation for information regarding those statuses.
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