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Best practice of Ticket status

Rodriguez, Jhon Ronald

How do you set of different ticket status for Service request?
We have already set the following on our project:

Open
Work in progress
Waiting for approval
Onhold - This is status has many question from end user. is it ok to replace it by "Park"?
Escalated
Resolved
Canceled
Closed

Accepted answers

Ste Wright

Hi @Rodriguez, Jhon Ronald

I'd state there is no specific best practice - it more depends on your need - what is the process the Statuses represent? What is the objective? What are you trying to communicate to each agent/customer?

Some questions you might ask for above are...

Is Onhold the best language? Would Parked, or Blocked be better?
Is Escalated a Status, or a Priority?
Is there a difference between Resolved and Closed?
...etc

Ste

All comments

Ste Wright

Hi @Rodriguez, Jhon Ronald

Some questions you might ask for above are...

Is Onhold the best language? Would Parked, or Blocked be better?
Is Escalated a Status, or a Priority?
Is there a difference between Resolved and Closed?
...etc

Ste

Rodriguez, Jhon Ronald

Is Onhold the best language? Would Parked, or Blocked be better?
Yes, we want to re-word the onhold status. what is the best approached on this?

Is Escalated a Status, or a Priority?
this is status when the ticket was escalated to Tier 2 support.

Is there a difference between Resolved and Closed?
Yes. Resolved/Canceled the issue but still open. SLA paused.
Once customer confirmed resolved/customer. it will automatically Close the ticket. SLA stop

Ste Wright

Hi @Rodriguez, Jhon Ronald

What is On Hold trying to communicate to the customer/agent? That will help drive the best wording.

I'd consider also whether Escalated is the best Status - what about just Tier 2? Is there another tier above Tier 2, for example? How would this be managed, if yes?

Ste

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