Request Status
SupportCenter Plus provides a set of default request statuses under two different types, In progress and Completed. You can also custom create new status under any one of the types.
The default request statuses are as follows.
Status | Type | Timer Status | Description |
Assigned | In Progress | Running | When the request is assigned to a support rep and waiting for action. |
In Progress | In Progress | Running | When the request action in progress. |
OnHold | In Progress | Stopped | When the request is put on hold. |
Open | In Progress | Running | When the request is pending for an action. |
Closed | Completed | Not Applicable | When servicing the request is completed. |
Resolved | Completed | Not Applicable | When the request is resolved but waiting for approval by the contact. |
To create a custom request status:
1. Go to Admin>> Helpdesk Customizer>>Status.
2. Click Add New Status to go to the relevant form.
3. Now, provide the necessary details.
Name | Provide a unique name for the status. (Mandatory) |
Type | Select the type of status (In Progress or Completed) |
Checkbox: Stop Timer | Check this box if the status should stop the timer. |
Color | Assign a preferred color code for the status. |
Description | Add a relevant description. |
4. Finally, click Save.
All request statuses are listed under the request status configuration page. To access it, go to Admin>> Helpdesk Customizer>>Status.
To view or edit a request status, click the name or edit icon. To edit, make necessary changes and click Save.
To delete, click delete icon against the status.
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