TxHelpdesk provides default status for your ticket such as Open, Closed, Reopened, Duplicate, Resolved. You are allowed to customize it to your needs.

The status of the ticket can be changed either manually or automatically by adding a Smart Rule. Let's see how...

1 Manually change the status of a ticket 

a. Change the status of a ticket from the ticket listing page: To change the status of a ticket, user can click on the Update status icon  in the ticket listing page. Bulk actions can also be performed, the user has to select the tickets by just checking the box. Once the tickets are selected, the below icons will be displayed at the top. 

Click on the Update Status icon, the user will get a confirmation box whether you want to perform the action or not, Select YES if the user wants to perform the update.

b. Change the status of a ticket from the Ticket Details Page: On the Ticket details page, the user has to click on the pencil icon that is available in front of the status field at the top of the page,  Different status will be visible, user can choose the appropriate status and click on the tick sigb. See screenshot below:

2. Change the status of the ticket via SmartRule: 

Provide the basic details of the rule and select when the rule must be executed; while the form is created, edited, or submitted.

To Add a Smart Rule, follow the steps below:

Click on the Smart Rule icon   in the left sidebar of the TxHelpdesk ticket listing page.

Add a new rule add ,  the icon in the top right corner of the Smart Rule listing page.

Description of the SmartRule form fields  are given below:

Rule Name: The name you would like to give for the SmartRule.

Active: Toggle to activate or deactivate Smart Rule

One Time Execution: One-time execution can be set be on tickets, So it executes the rule only once when the criteria match. Toggle to activate or deactivate Smart Rule

Clauses::  Clause defines the conditions or rules. On what condition do you want to activate this Smart Rule.

1. Match ALL of these conditions: – All aspects of the Rule must be satisfied in order to take the action(s). 

   Select the Attributes with the help of the dropdown menu. You can add the attributes by click on icon also can delete the same by  click on the delete icon

2..Match ANY of these conditions – Only one aspect of the Rule must be satisfied in order to take the action(s).

  Select the Attributes with the help of the dropdown menu.. You can add the attributes by click on icon also can delete the same by click on the delete icon

Queues: Queues on which this Smart Rule is activated. Click on the Select All button. all the queues will be displayed. Remove the queue where the rule need not be executed, just click on the cross to remove.

Action:  Action to be taken if conditions are matched.

Actions list page

Select the Action with the help of the dropdown menu and set the values. You can add the Action by click on the icon also can delete the same by  click on the delete icon

Fields marked with * are mandatory

Click on ‘Submit’ to add the Smart Rule.

Please refer to the image below as an example to change the status of the ticket via smart rule

In the below image Smart Rule has been set to automatically change the status of tickets as Closed if the Description of the ticket contains File Uploader