How do I change a ticket's status?

You will have set the status you want.

Before you start

You need the write permission.

Steps

1. Open the ticket.
2. In Update Status choose Open, In progress, Waiting on customer or Done.

What you will see

"Status updated." The customer gets a notification and an email.

If something goes wrong

• You cannot set Closed; the customer does that with Close ticket.
• A reply from the customer moves a Done or Closed ticket to In progress, not Open; filter on In progress to find reopened tickets.
• Your public reply moves Open and In progress tickets to Waiting on customer by itself.
• The status word in the customer's email is English.