Statuses
| Status | Meaning |
|---|---|
| Open | Waiting for your team. |
| Pending | Waiting for the customer. |
| On Hold | Paused, for example while you wait on a third party. |
| Resolved | Sorted. |
| Closed | Finished. A customer can still reply, and the reply reopens the ticket. |
| Merged | Set only by merging a duplicate into another ticket. See "Merging duplicate tickets". |
Automatic status changes
- When an agent replies, the ticket moves to Pending.
- When the customer replies, it moves back to Open. This also happens on Resolved and Closed tickets.
- The one exception is a Merged ticket. Its reply form is hidden and the customer is told "This ticket was merged into ticket #N."
Agents with the "Change ticket status / priority / department / assignment" permission change the status from the ticket controls on the Agent Dashboard. The dashboard lists hide Closed, Resolved and Merged tickets unless you search.
Priorities
Low, Normal, High and Urgent. Customers choose the priority when they open a ticket, using the "Priority" drop-down on the form (Normal is preselected). They cannot change it afterwards. Agents with the permission above can change it on the ticket. A form built with the Forms module can hide the Priority field.
Departments
Departments group tickets by topic. General, Billing and Technical are set up for you. Administrators manage them under Helpdesk > Departments. Departments drive auto-assignment, business hours and custom fields.
Tags
Tags are free labels, for example refund or bug. There is no Tags menu in the Helpdesk menu, and the ticket screen on the Agent Dashboard has no tag control. Tags come from:
- The "Default tags" setting of a ticket form (Forms module).
- The Tags box in the WordPress editor for a ticket (open it from Helpdesk > All Tickets).
- The REST API.
You can filter by tag in saved views. See "Filters and saved views (personal and shared)".
Still stuck? Open a ticket on the support page on ABC and a real person will help.
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