Ticket Statuses
Use Wrangle's default ticket statuses, or customize your own to fit your team's processes
Last updated
Use Wrangle's default ticket statuses, or customize your own to fit your team's processes
Last updated
Wrangle has two types of ticket status: original statuses, which are the ones that Wrangle automatically creates for every inbox, and custom statuses, which are the ones you create for specific inboxes.
Here's a breakdown of Wrangle's five original ticket statuses:
New - The ticket has not yet been claimed
In progress - The ticket has been claimed and the agent is working on it
On hold - The ticket is on hold before it can be resolved. Time spent in the On hold status will not count against your SLAs
Resolved - The ticket has been completed with a resolution
Closed - The ticket has been completed without a resolution
These five statuses cannot be deleted or renamed, but if you are using Custom Statuses, you can hide them. More below.
With custom statuses, you can create new statuses that more accurately reflect your resolution process for each inbox. When creating a custom status, you'll first need to choose the status type. "Status type" refers to the five original Wrangle statuses; all new custom statuses will map to an original status.
Custom statuses need to map to one of the five original statuses so Wrangle can accurately report on response and resolution times.
For example, let's say agents need more information from another person before they can resolve the ticket, and that person can be either a member of the Legal team or the HR team. Instead of using the original "On Hold" status, you can create the custom statuses "Pending Legal Approval" and "Pending HR Approval" and choose the "On Hold" status type.
Now, instead of placing the ticket in the "On Hold" status, agents can choose between "Pending Legal Approval" and "Pending HR Approval" when they need more information.
Once you have multiple statuses mapped to one of the five original Wrangle statuses, you can choose which of the statuses is the default. Your default status will be applied whenever Wrangle automatically assigns a ticket status. For example, let's say you've created a custom status called "Unclaimed" for the "New" status type, and you've set "Unclaimed" as the default status. Now, whenever a ticket is created, its status will be set to "Unclaimed."
As you add custom statuses, if the original Wrangle status is no longer relevant, you can hide it so agents cannot choose it when updating a ticket.
Original statuses can only be hidden when you have added a new custom status of the same type.
In our example we've replaced "On Hold" with "Pending Approval". As long as a custom status with a Status Type of "On Hold" is selected as the default, you can then hide "On Hold" so agents won't be able to select it.
Or, let's say you've created a custom status called "Not going to fix" for the "Closed" status type, and you've set "Not going to fix" as the default status. If you have the option to automatically close tickets in response to reactions enabled, whenever an agent reacts to the ticket message with its status will be set to "Not going to fix."
