To ensure that tickets remain organised and appear in the correct view, sellers will need to ensure that each ticket has the correct status.
To update a ticket you must submit the ticket with the correct status.
A ticket may have one of the following statuses.
Open - A ticket that requires the seller’s action. A ticket can remain open if you are going to provide the customer with a response.
Pending - A ticket that is waiting on the customer to respond. If you have requested that the customer provide photos, additional information or a response to a question and are waiting on the customer to respond, the status should be set to pending.
Solved - A Solved status means the agent has resolved the case. A customer can reopen a ticket that had been set to Solved by responding to the seller’s email. It is important to submit the ticket as Solved only when you are finished working on the ticket as a feedback survey will be sent to the customer to review the service they received.
Please do not solve a ticket before you have resolved the issue. For example, if you are waiting on the customer to return an item or you have arranged a collection, do not solve the ticket. The ticket will not re-open if the customer does not reply after posting the item, so by keeping the ticket as Pending you can come back later to follow up
Please note: The On-hold status is not applicable. If a seller tries to place a ticket on-hold, it will automatically be reverted to open status.
You will receive automated SLA breach emails to respond to the ticket if no initial response is sent to the customer within 2 business days.
How to change status:
- Click the arrow on the right-hand side of the 'Submit as' button
- Select the status that applies to your ticket
- Click the status and the ticket will update. (eg: Submit as Solved)
The status of a ticket will not update if you only reply to the customer via external email. You must log into your Zendesk account via the Mydeal Marketplace portal to manually change the status of the ticket.
If you receive any error messages when trying to submit a ticket with a different status, please contact MyDeal for assistance.
Please see the below video with steps to change the status of a Zendesk ticket: