Ticket Status Breakdown in Freshdesk

This will go over the different status available in our ticketing system and when to appropriately use them

Open
- This is a ticket that is actionable on our end and the customer is awaiting our reply.
Pending
- We are awaiting a customer response if any and after some time, the ticket will close (typically 3 days).
Resolved
- We can close the ticket because all their issues were completed. Be sure to request a customer satisfaction survey!
Closed
- The ticket is closed due to the Freshdesk system automatically closing the ticket when it was set to pending or resolved.
Accounting
- The ticket is currently in the hands of our accounting team or requires work from the accounting team.
Development
- The ticket is currently in our development queue and there is an associated JIRA ticket.
Third Party
- This is a status for external parties that are not related to the customer or our end. Efforts are being worked on but not within our departments and we are awaiting updates from that third party.
Researching
- Our agent is actively researching the ticket and working on this task.
Payment
- The ticket is currently in the hands of our payments team or requires work from the payment team.