Unable to change ticket status

[venkat]

When I logged in as a customer and click the assigned ticket, and when I try to change the status from "New" to "Inprogress", am unable to change. Now It is having only one option - Mark as Resolved. How to change the ticket status.

[Klemen]

In Hesk, only support staff can change ticket statuses.

The only exceptions are:
- as a customer, you can mark an open ticket as resolved (closed) (unless "Customer resolve" is turned off in Admin > Settings > Help desk)
- as a customer, you can mark a closed ticket as open (unless "Reopen tickets" is turned off in Admin > Settings > Help desk)
- as a customer, when you reply to a ticket, the status will change automatically to "Replied" (except if status is "New", then it will stay "New").

[venkat]

Thanks for the useful info...