Workflow is an important aspect of SupportDesk and serves in monitoring and progressing the Status of individual tickets– from raising a ticket to resolving and closing the ticket.
The workflow will determine the statuses to be created. To add new statuses go to Settings > Service Level Management and in Category select Status.
Common statuses include:
- Open (Reopen)
- Responded To (e.g. First Response)
- On Hold
- Assigned/Work in Progress
Within the separate statuses you can set milestones for the ticket life cycle. The statuses most commonly defined as milestones are:
- Responded To
An email can be used on all three of the milestone statuses.
Stop the Clock
This function is used to stop the progression of elapsed time on a ticket and can be set up to initiate once a particular Status is selected.
In the example below, the statuses Closed, On Hold and Resolved are showing to Stop the Clock once engaged on a ticket:
Learn more about this topic by visiting the Status page.