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Unable to change ticket status
Posted: Wed Nov 20, 2024 11:30 am
by 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.
Re: Unable to change ticket status
Posted: Wed Nov 20, 2024 1:49 pm
by 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").
Re: Unable to change ticket status
Posted: Thu Nov 21, 2024 9:38 am
by venkat
Thanks for the useful info...