Assign a ticket and change its status

Assign a ticket and change its status

Route tickets to the right person and keep their status up to date as you work them.

Assign a ticket

1. Open the ticket.
2. Choose an Assignee from your active team members.
3. Save the assignment. The assignee is notified, and a New ticket automatically moves to Open.

Change the status

1. Open the ticket and select a new Status: New, Open, In Progress, Scheduled, Waiting, Resolved, or Closed.
2. The change is saved and the assignee and the customer’s portal contact are notified of the update.

Warning: Before you can mark a ticket Resolved or Closed, it must have both an Assignee and a Category. If either is missing, you will be prompted to set it first.

Update priority or category

You can also change a ticket’s Priority (Low, Medium, High, Urgent) and its Category and subcategory from the ticket. Changing the priority notifies the assignee.

See also: Support Tickets Overview