Ticket Life Cycle

Edcel Ceniza Updated by Edcel Ceniza

Ticket Life Cycle refers to the phase that a ticket goes through in DeskDirector -- from the moment it's created to when it's closed.

Typically, when a ticket first gets created and submitted in the DeskDirector portal, its status is New. Once a tech replies, it can be manually set to whatever status. If a customer replies back to the same ticket, the status can be set automatically. The tech can either answer again, or close the ticket, mark it as spam or whatever action he needs.

In DeskDirector, these actions and events can be set. Here are some articles you can check:

How did we do?

Template language for DeskDirector Email Template