Track Ticket Progress and Manage Customer Communication Effectively

🟩 1. What Are Ticket Statuses?

Ticket Statuses indicate the current stage of a ticket in your support workflow.

Statuses help you:

• Track progress

• Prioritize work

• Communicate clearly with customers

• Maintain clean ticket queues

• Automate workflows

Statuses = The life cycle of a ticket.

🟩 2. Default Ticket Statuses in Zoho Desk

✔ Open

Ticket is new and needs attention.

✔ On Hold

Work is paused — waiting for internal action.

✔ Waiting on Customer

Agent needs information from the customer.

✔ Escalated

Ticket has breached SLA or requires higher‑level attention.

✔ Closed

Ticket is resolved and no further action is needed.

🟩 3. Why Ticket Statuses Are Important

• Helps agents know what to work on next

• Keeps customers informed

• Enables automation (workflows, SLAs, escalations)

• Improves reporting accuracy

• Prevents tickets from getting stuck

• Essential for multi‑team operations like Kanchan Electronics

🟩 4. How to Change Ticket Status (Step‑by‑Step)

Step 1: Open the ticket

Step 2: Locate the Status field

Usually at the top or right panel.

Step 3: Click the dropdown

Step 4: Select the new status

Step 5: Save (if required)

Status updates instantly.

🟩 5. Custom Ticket Statuses

Zoho Desk allows you to create custom statuses such as:

• Technician Assigned

• Technician En Route

• Pickup Scheduled

• Refund Initiated

• Replacement Approved

• Awaiting Parts

• QC Pending

How to Create Custom Statuses

Setup → Customization → Statuses → Add New Status

You can define:

• Status Name

• Category (Open / Closed)

• Color

• Description

🟩 6. Status Categories Explained

Every status belongs to one of two categories:

✔ Open Category

Ticket is still active. Examples:

• Open

• On Hold

• Waiting on Customer

• Technician Assigned

✔ Closed Category

Ticket is fully resolved. Examples:

• Closed

• Resolved

• Completed

This helps Zoho Desk understand whether the ticket is still active.

🟩 7. Examples for Kanchan Electronics

1. Service Ticket (Chimney)

• Open

• Technician Assigned

• Technician En Route

• Completed

• Closed

2. Warranty Ticket

• Open

• QC Pending

• Warranty Approved

• Replacement Scheduled

• Closed

3. E‑commerce Ticket

• Open

• Pickup Scheduled

• Pickup Completed

• Refund Initiated

• Closed

4. Billing Ticket

• Open

• Awaiting Customer Documents

• Refund Processed

• Closed

🟩 8. How Statuses Affect Automation

✔ SLAs

SLAs pause when status = Waiting on Customer.

✔ Workflows

Example: If Status = Technician Assigned → Send SMS to customer.

✔ Reports

Track ticket volume by status.

✔ Views & Filters

Create views like:

• All Open Tickets

• Tickets Waiting on Customer

• Tickets On Hold

🟩 9. Best Practices

• Keep status names simple and clear

• Use custom statuses for detailed workflows

• Avoid too many statuses — keep it clean

• Train agents to update status after every action

• Use color coding for quick identification

• Review statuses every 6 months

• Ensure statuses match your real‑world workflow

🟩 FAQs

Q1. Can I delete a status? Yes — but only if it’s not used in active tickets.

Q2. Can statuses trigger workflows? Yes — status change is one of the most powerful triggers.

Q3. Can customers see the ticket status? Yes — in the Help Center (Customer Portal).