Ticket status definitions and categories

A ticket can be in one of the following statuses, which agents can use to manage their work:

Individual ticket statuses:

  • New: The ticket has just been created and is the default status for all new tickets.
  • In progress: An agent is currently working on the ticket.
  • On hold: The ticket is awaiting an external event, and no work is being done.
  • Information requested: The agent requires additional information from the requester to proceed.
  • Solution offered: The agent has provided a potential answer or solution. If the requester responds, the status may revert to "in progress" depending on system configuration (if there is an active Mojo bot configured to change the status when a response is added).
  • Closed: The ticket is closed, and no further action is needed. The ticket is locked, preventing further messages unless an agent reopens it.

Ticket status categories:

In Mojo Helpdesk, individual statuses are grouped into two meta status categories that determine visibility and workflow behavior:

  • Open Tickets: These tickets require agent attention and are visible in "My Assignments" and "Open Tickets" lists. This category includes the following statuses:
    • New
    • In progress
    • Information requested
    • On hold
  • Resolved Tickets: These tickets do not typically require further agent interaction and are not visible in the "My Assignments" and "Open Tickets" lists. This category includes the following statuses:
    • Solution offered
    • Closed

Best Practice: Using "Solution Offered" vs. “Closed”

Agents should use the "solution offered" status as a best practice when responding to a ticket. This allows the requester to review the proposed solution and provide feedback or ask for clarification. Immediately closing a ticket can hinder communication and force requesters to create new tickets if they need further assistance.

To optimize this process, consider using an automation (like a Mojo bot) to automatically close tickets that remain in "solution offered" status after a defined period of inactivity. This ensures timely closure of resolved issues while still giving requesters the opportunity to respond. Requesters can also manually close tickets from the Help Center if they are satisfied with the solution.