Statuses

Statuses mark the different stages of a ticket's resolution. Our extension provides three default variations:

• Open - assigned at the stage of creating a ticket or in its initial message reply;
• In Progress - assigned after further replies.
• Closed - assigned when the ticket is counted as resolved.

If you wish, you can create a set of statuses. If so, you also need to include them to your tickets workflow using the following options:

• Set initial status, which is assigned to the ticket upon its creation, at Help Desk MX -> Settings -> General Settings -> Status for new tickets
• Choose statuses, which will automatically move tickets to the Archive, at Help Desk MX -> Settings -> General Settings -> Move Ticket to Archive if it has one of the following statuses.
• Choose statuses which will mark tickets as resolved at Help Desk MX -> Settings -> Reports -> Solved Statuses.

You can also assign different statuses, using Workflow Rules, or by setting a reminder for a ticket.

Creating New Status

To create a new status, go to the Customers > Help Desk MX > Statuses backend page. Press the button Add New. You will see the following settings:

• Title - label of the status.
• Code - unique code of the status. It can contain only letters, digits, and underscore.
• Sort Order - sorting order, in which statuses will be displayed on a drop-down selection menu.
• Color - the color of the status label (used for better visualization in Grid)
• Stores - sets the store view or views where the status will be used for ticket workflow.