Documentation / Working with tickets
Ticket statuses and lifecycle
In short: A ticket always has one status. You choose four statuses yourself (Open, Answered, Waiting for external reply, Closed); aishaa sets the others automatically, for example while sending or when snoozing. When you send a reply, the ticket becomes Answered; when the customer responds, it becomes Open again.
Where to find this
The status appears in the ticket overview as a status chip on every row and in the top bar of an open ticket in the Status dropdown. Everyone from the Viewer role sees the status; changing it requires the Agent role or higher.
The Status dropdown in the top bar of an open ticket with the options Open, Answered, Waiting for external reply and Closed.
All statuses
| Status | Meaning | You can choose it |
|---|---|---|
| Open | The ticket needs the team’s attention. | Yes |
| Answered | The team has replied and is waiting for the customer. | Yes |
| Waiting for external reply | The ticket is waiting for a supplier or other external party. It is not in Inbox. | Yes |
| Closed | The ticket has been dealt with. | Yes |
| Draft | A ticket you created yourself whose first message has not been sent yet. | No |
| Pending | A reply has been scheduled and is being sent. While the send delay is running you can still cancel it. | No |
| Error | Sending the reply has failed for good. | No |
| Cancelled | A scheduled reply has been cancelled. The ticket itself has not been cancelled; you can simply reply again. | No |
| Snoozed | The ticket has been snoozed until a chosen moment and is not in Inbox. | No, via Snooze |
The statuses Open, Draft, Error and Cancelled together form the work queue: these are the tickets you see when you click Inbox in the ticket overview. Snoozed and Waiting for external reply stay out of the inbox until they come back.
Changing the status yourself
You can change the status in three places:
- In the top bar of the ticket via the Status dropdown: Open, Answered, Waiting for external reply or Closed.
- In the ticket overview via the status chip on the row, with the same four options.
- For several tickets at once via Mass status update: Open, Answered or Closed. See Editing multiple tickets at once.
The dropdown remains available on a Closed ticket, so you can reopen it. On a ticket with the status Draft you cannot change the status; send the first message first. While a reply is being sent, the dropdown is temporarily disabled.
Every status change appears in the ticket timeline as Status changed from Open to Answered.
Automatic transitions
| Event | What aishaa does |
|---|---|
| You send a reply | Status becomes Answered. Exception: if the ticket was on Waiting for external reply, that status stays. |
| The customer or another sender sends a message | Status becomes Open, even if the ticket was Answered, Snoozed, Waiting for external reply or Closed. A closed ticket is reopened as soon as a response demonstrably belongs to that ticket, however old the ticket is. See How aishaa links emails to the right conversation. |
| The snooze ends | Status goes from Snoozed back to Open. See Snoozing and wake-up calls. |
| A message arrives while the ticket is snoozed | The snooze is broken: status becomes Open and the scheduled wake-up call lapses. |
| The deadline for an external reply passes | Status goes from Waiting for external reply to Open. See Waiting for an external reply. |
| You send a reply with a send delay | During the delay you can still stop the sending with Undo. The ticket stays editable and the list shows no separate sending status. If sending fails, you get a notification and your text comes back in the composer. See Sending, undoing and what happens when sending fails. |
| aishaa judges that no reply is needed | Depending on the setting per channel, the ticket stays visible, leaves the work queue or is set to Answered. If you confirm Correct, nothing needed yourself, the ticket becomes Answered. See No reply needed. |
| A workflow changes the status | A workflow step can set a ticket to Open, Answered or Closed. See What are workflows. |
| You create a ticket yourself | The ticket starts as Draft and becomes Answered after the first message has been sent. |
| Email history is imported | Imported messages never change the status of an existing ticket. Only a new ticket created by the import gets the status Open. See Importing email history. |
Automatic closing
Per way of working, the account or the organisation can set a number of days under Tickets auto close days. If a value is set, aishaa closes every ticket with the status Answered on which the team last replied more than that number of days ago. The count runs from the last reply by a colleague; an AI analysis or a label change does not postpone the closing moment. The timeline shows Ticket automatically closed. If no value is set, aishaa never closes tickets automatically. See Way of working: webshop or service provider.
If the organisation collects customer satisfaction for the review email, aishaa assesses after the automatic closing whether the ticket qualifies for a review request. This works exactly the same as for a ticket you close yourself.
Closing manually and customer satisfaction
Closing a ticket is one click. Nothing is asked, whether you close via the Status dropdown in the ticket, via the status chip in the ticket overview or via Mass status update.
If the organisation collects customer satisfaction for the review email, aishaa then assesses the conversation itself: first whether it was a customer conversation at all, and if so, with which satisfaction score from 1 to 10. This only happens if the ticket has no score yet and no review email has been sent or rejected for it. See Customer satisfaction when closing a ticket.
Good to know
- Answered is not a final status. A response from the customer sets the ticket back to Open; if no response comes, it closes automatically if days have been set for that.
- You can no longer edit a ticket on Closed: most buttons in the top bar and the composer are disabled. Set the status back to Open first.
- You cannot choose Pending, Error and Cancelled in the dropdown; they only arise from the sending process. You can filter on them via the Status filter in the ticket overview. In practice you rarely come across them.
- On the dashboard only Open, Answered and Snoozed count towards the backlog.
- When a ticket is closed, the proposals, requests and tasks that were still open in To do for that ticket expire. If the ticket is reopened, they do not come back. See To do.
Related
- The ticket overview: filtering, searching and sorting
- Replying to a ticket
- Snoozing and wake-up calls
- Waiting for an external reply
- Sending, undoing and what happens when sending fails
- Editing multiple tickets at once
- Customer satisfaction when closing a ticket
- No reply needed
- Way of working: webshop or service provider
- To do