How to change ticket status manually

  • Resolved Ravi

    (@ravi9)


    2 weeks ago

    Hello,
    I want to ask two things. Is it possible to:


    1. Create custom ticket status like: in progress / on hold.
    By default, we have four ticket status: open / closed / new / active

    2. How can a support staff change the status of a ticket. I am unable to find any place to change the status of any ticket.

    Thank you:
    Ravi


Viewing 1 replies (of 1 total)
  • Plugin Support Ahsan Chowdhury

    (@ahsannayem)

    Hello @ravi9 ,

    To create or modify the ticket status, you need custom code. Here is the doc: https://developers.fluentsupport.com/hooks/filters/_ticket_filters.html#fluent_support_ticket_statuses

    Ticket status changes dynamically. Here is the list of statuses and what they mean:

    1. Open: This category encompasses all tickets that are currently either new or active.
    2. Active: This includes tickets that are actively being worked on. The conversation between the support team and the customer is still in progress, and the issue is not yet resolved.
    3. Closed: This section contains all tickets that have been resolved and marked as closed.
    4. New: This category lists all recently created tickets that have not yet been engaged by the support team.
    5. All: This view provides a comprehensive list of all tickets, regardless of their current status—whether they are open, active, new, or closed.

    Thank you

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