Status:


This field is used to know the current status of any ticket on Freshdesk. The following status is currently available and used on Freshdesk.


Open: The default status for any new ticket created on Freshdesk

  • Open status means - No action has been taken on the ticket yet


Pending: The status can be used in the following conditions

  • Following up with the internal team for the resolution, where there is no dependency on the Operations or Logistics team

  • Ownership of the CX team


Assign to Ops: The status can be used in the following conditions

  • A technician visit is required for Installation, Device fixing, General Service, BOT installation


Assigned to Logistics: The status can be used in the following conditions

  • Device delivery

  • Device relocation

  • Device pick-up


Customer Responded: The status can be used in the following conditions

  • Status used for automation - Should not be chosen manually

  • If the customer replies back to the same ticket, the ticket status changes to "Customer Responded"


Unable to Connect (Call Back): The status can be used in the following conditions

  • Could not speak with the customer for any reason - like; No. switched off, Not reachable, Customer didn't answer the call, etc


Duplicate Closed: The status can be used in the following conditions

  • If the customer has created multiple tickets for the same issue

  • One ticket should be under any working status (Open, Pending, Assigned to Ops, Assigned to Logistics, etc.) depending on the issue type

  • While closing all the other tickets "Duplicate Closed" should be chosen


Canceled: The status can be used in the following conditions

  • When the customer canceled the request or complaint


Assigned to Escalation Team: The status can be used in the following conditions

  • Any ticket assigned to Escataion Team for resolution

  • For example, Uninstallation, Device Replacement, Any internal escalation


Assigned to CollectionTeam: The status can be used in the following conditions

  • Any ticket assigned to Payments Team for resolution

  • For example, Payment due for more than a month and adjustments needed


Resolved: The status can be used in the following conditions

  • Only when the issue/complaint raised by the customer is RESOLVED


Closed: The status can be used in the following conditions

  • Status used for automation - Should not be chosen manually

  • If the ticket is updated as "Duplicate Closed - the Freshdesk system re-updates it as "Closed" 


Response due on the customer: The status can be used in the following conditions 


  • Status should be chosen manually.

  • If the customer is going to give an email reply or call response then meanwhile keep the status as a response due on customer


Callback CS: The status can be used in the following conditions 

  • Status should be chosen manually.

  • If the customer is asking to callback later or giving a particular time to call.

  • If the call disconnected on inbound then status can be chosen as callback CS so the outbound agent can call the customer.


Dependency on Tech Team: The status can be used in the following conditions

  • Status should be chosen manually.

  • In any case, we need help from the technical team and we are waiting for a response from them then till the time we are not getting a reply then the ticket status is kept as dependency on tech team. Ex- enable invoice download option, liters reset.



Assigned to Refunds Team: The status can be used in the following conditions 

  • Status should be chosen manually.

  • If the customer is looking for a refund for any amount like duplicate payment or recharge refund we are informing the accounts team then we have to keep the ticket status ''Assigned to Refunds Team''.

  • If waiting for the security deposit receipt to get from the accounts team then put this status.