Statuses in Freshservice:

  • Open -
    • after they submit ticket
    • Tickets switch to open after a requester responds or a supervisor approves request
  • Pending
    • Tickets are switched to pending once we respond to the open ticket - i.e. tell them we're working on it, waiting for supervisor approval, etc
    • If ticket is for a long term project (such as training in future semester), make it a card in Project tracker, make a note in the ticket and set it as resolved
  • Project - In Progress (this turns off the clock)
    • Only use if being moved out of the ticket system - instead make ticket a card in Project tracker in Teams, make a note in the ticket and set it as resolved
    • Use this status for tasky items (such as fixing broken links)
    • Mike and his team use for tasks not time sensitive
  • Waiting for Approval
    • Don't Use