Changing the ticket status lets you notify other operators and customers that the
ticket has progressed to a new stage. If it is configured to do so, Smile may take
additional actions after you change the ticket status.
This task explains how to change the ticket status.
-
View the helpdesk inbox.
The Help Desk page appears and displays any tickets
assigned to you and your assignment group.
-
Click View next to the ticket for which you want to
change the status.
The Ticket page is displayed.
-
Click Edit.
The Ticket properties window is displayed.
-
Select the new status in the Ticket status drop-down and click Save.
Smile changes the ticket status and closes the Ticket properties window.