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View ticket status

  1. In your request history, the status of tickets is displayed in the "Status" column.

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  1. On a ticket, the status is displayed in the top right-hand corner:

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Status meaning

Info

Tickets follow a workflow. Each ticket has a status, which indicates which phase of the workflow it is in.

Dsecription

Ticket status

You have made a customer support request.

  • A new ticket is opened, and an agent is assigned to it.

État
titleOPENED

An agent has been assigned to process the ticket.

  • Other teams, such as developers and sales staff, can also be involved, depending on the problem.

État
titleASSIGNED TO AN AGENT

A reply has been sent to you, and we look forward to hearing from you.

  • This can be an initial exchange to understand the problem, or an answer that directly resolves the ticket.

État
colourBlue
titleWAITING FOR CUSTOMER

The agent is waiting for a response from another internal department before finalizing the processing of the ticket.

État
colourBlue
titleESCALATED

A resolution has been made and the ticket is awaiting your acceptance of the resolution reason.

  • The ticket can then be marked as Reopened or Closed.

État
colourGreen
titleSOLVED

You have confirmed acceptance of the problem resolution.

  • The ticket is considered definitively closed.

État
colourGreen
titleCLOSED

How tickets are prioritized

As soon as a ticket is taken into account, our agents assign a priority to your request, indicating its importance and the associated SLAs, i.e. the handling and resolution times to which we are committed.

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