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When you are viewing a ticket, you will see a blue button at the top of the right panel indicating the status of the ticket.
To resolve a ticket, click on the down arrow in the status button and choose Resolve this issue.
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Status definitions:
Waiting for support- This status means when the client is waiting for a response from the support team(assignee).
Waiting for Customer- This status means when the support team(assign) is waiting for a response from the customer.
In Progress- This status means that the request ticket is in progress.
Escalated- This status means that the request ticket has been escalated to the next level of support.
Canceled- This status means that the request has been cancelled. This can be done by both the customer and support team.
Resolved- This status means that the request has been resolved.
To resolve a ticket, click on the down arrow in the status button and choose Resolve this issue. Once changedOnce you have chosen the desired status, a pop-up window will appear for you to add an internal comment or to respond to the customer.
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