Manage Your Workflow
Build custom ticket statuses to improve ticket handling with Customer360
Keep track of the work being done to resolve tickets that enter your customer support system, with Ticket Statuses. Ticket Statuses help you understand the rate at which your customer support team deals with customer queries and issues. They give you a clear idea of the number of tickets opened, resolved, closed, pending, etc. Customer360 provides some strong default ticket statuses that will help you understand at exactly what stage work on a customer query has reached. Besides the default ticket statuses, this customer service software also allows you to create customized ticket statuses that are more in sync with your company’s workflow.
Here some amazing things that you can do with ticket statuses to manage your tickets in the support center.
As mentioned above, Customer360 provides pretty strong default ticket statuses. Here’s a list of the default statuses that you can use once you start working on your customer tickets.
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Assign a ticket status to your tickets automatically through Routing Rules. When you set up routing rules for your tickets you can also outline the status that is to be assigned to the tickets that fulfill the conditions defined in the rule. The Agents or the group to whom these tickets are assigned will be able to view them under ‘Open’ or ‘Waiting’.
As mentioned earlier, you can build additional ticket statuses to suit your workflow. These ticket statuses will help agents manage the tickets assigned to them in the support centre. The ticket statuses will let the agents plan how to deal with their workload to achieve the set targets.
Certain default ticket statuses escalate to next level automatically. For instance, once a ticket has been picked up by an agent and the customer has been responded to, its status automatically changes to ‘Open’ or ‘Work in Progress’. As mentioned earlier, this indicates that the agent has started working on the ticket.
This Status-Flow will give you a clear idea of how the default ticket status cycle works in Customer360.