Change / add ticket status names

Overview:

Users can efficiently track and manage tickets by utilizing ticket statuses in SherpaDesk.These are all set by the system based on their state and are not customizable.

The following statuses are used in SherpaDesk:

  • Open: A ticket is considered "Open" when it is first created and is active.This status indicates that the ticket is acknowledged and is ready to be addressed/tested, or worked on by the assigned team.
  • On Hold : This status indicates that the ticket is not currently being worked on but may be resumed later.
  • Closed: This status indicates that the issue or request has been fully resolved and the required actions are completed.
  • Waiting On Response: This status is used when the requester is waiting for additional input or clarification from the technician or support team.
  • Confirmed: A ticket is marked Confirmed when the issue has been acknowledged by the technician or support team.
  • UnConfirmed: A ticket is marked UnConfirmed when the support team has not yet reviewed or verified the ticket.

Steps:

To change the ticket status

  • 1. Log in to Sherpadesk with valid credentials.

  • 2. Click on the "Tickets" option in the side navigation pane.

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  • 3. Click on the ticket on the "Tickets" page.

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  • 4. Click on the "Actions" dropdown and select the status option. For example "Place On Hold".

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  • 5. Specify the reason and click on the "Place On Hold" button.

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  • The Ticket status is changed successfully.


  • Add Custom field

  • User can create custom fields (Configuration > Custom Fields) and create any other type of state of the ticket as needed.

    • 1. Click on the "Custom fields" on the configurations page.

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    2. Click on "Add New Custom field" button.

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    3. Enter "Caption" in the field and select the "Type" from the dropdown.

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    4. Click on the "Save" button.

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    5. Go to "Tickets > Create Tickets" page and scroll down to custom field to see the newly created field.

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    6. Submit the details and a new ticket is created successfully with the provided custom field.

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