Use this workflow to update the status of an internal or guest request ticket, providing your team with an at-a-glance view of where the task stands prior to completion.
Before you begin...
- Applies to: Employees (Requires at least Employee User Type access).
- Requires access to the Tickets List tab and View and Edit Tickets.
- To move a ticket to a finished or completed state, you must also have access to Close Tickets.
- Ticket statuses are defined in one of two ways:
- Linear: Statuses are in a predefined order and must move along a specific path. Available options depend on where the ticket is currently at on this path.
- Non-Linear: The ticket can be moved into any status at any time.
- Alice provides a set of recommended standardized statuses based on industry best practices.
The Steps
- Click the current status to open a list of available status options.
- Select the next applicable status.
The Result Success: The status will auto-save and the updated status will be visible from the ticket list on the web and mobile app.
Troubleshooting
- Note: If you need additional, unique statuses that apply to your specific operations, please reach out to your Customer Success Manager to discuss options.
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