There are different states of the contact center's tickets:

  • newly admitted;
  • being in the work of the operators;
  • solved problems.

There is a field in the HelpDesk system that is responsible for the current state of the request. The default values ​​are Open, In Progress, and Done. You can set the value either manually or with the help of additional settings and rules of the Dispatcher.

Status is one of the most important parameter for future analytics of contact center productivity.

For an individual fields, depending on its type, you can set the setting - "must be filled" when you changing the status. HelpDeskEddy will not allow you to change the parameter without adding the necessary information.

Each employee can view their assigned, in progress and closed tasks in a separate list. Depending on the stage at which the ticket is, it's possible to distribute requests to the company's divisions.