Request Status

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.

 

 


View, edit, or delete request status

 

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.

 


The default statuses cannot be edited or deleted.

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