Ticket statuses
| Status | Description |
|---|---|
| New | A new ticket that has not yet been assigned to a customer support agent. All the tickets that have the New status form the ticket backlog. |
| Assigned | Ticket has been assigned to a customer support agent, and the ticket is waiting for an action from the agent. |
| Unassigned | Ticket was previously assigned, but the assignee was removed and it hasn't been re-assigned to another customer support agent yet. |
| Waiting | Ticket is waiting for the player to reply. When ticket is in Waiting status, automations such as reminders and closing of inactive tickets can be applied. |
| On hold | Ticket has been put on hold, typically to wait while customer support waits for a response from development team or investigating the issue takes longer than usual. While ticket is On hold automations such as reminders and closing of inactive tickets are not applied. |
| Closed | The ticket has been either resolved or rejected. See Resolving and rejecting tickets for more information. |
Was this helpful?