Freshdesk Ticket Status Definition Guide

1. Open

This status is used for tickets that are unassigned and have not yet been allocated to a specific internal resource or has been allocated but not yet acknowledged by the assigned resource.

    •    Purpose: Identifies new tickets awaiting review or assignment.

    •    Action Needed: Assign the ticket to an internal resource for further action.

2. Work in Progress

This status is applied when an internal resource has been assigned to the ticket and is either actively working on it or preparing to address the issue.

    •    Purpose: Indicates that the ticket is currently being handled internally.

    •    Action Needed: Continue working on the resolution until it can be transitioned to a different status (e.g., Pending            or Closed).

3. Pending

This status is used when the ticket’s resolution is dependent on an external action, such as waiting for parts, a response from a third-party, or customer action.

    •    Purpose: Pauses the internal workflow while external dependencies are being addressed.

    •    Action Needed: Follow up with the external party as required and update the status once the dependency is                    resolved.

4. Resolved

This status is currently not to be used in the current setup.

    •    Purpose: Reserved for future configurations or process updates.

    •    Action Needed: Do not apply this status to tickets.

5. Closed

This status is applied when the ticket has been fully resolved and no further action is required from either internal resources or external parties.

    •    Purpose: Indicates that the ticket lifecycle is complete.

    •    Action Needed: Confirm the issue is resolved to the satisfaction of all stakeholders before applying this status.

Notes:

    •    Avoid using Resolved as a status until directed otherwise.

    •    Regularly review tickets in Pending to ensure no unnecessary delays occur.

    •    Ensure proper documentation and communication with stakeholders before closing tickets.