Ticket Status Lifecycle Extension for Zoho Desk
A ticket can go through various statuses once it gets created. For example, upon its creation, ticket status is Open. When an agent replies to the ticket, its status will change to Resolved. Similarly, if the customer responds to the same ticket, then the status becomes Open again. After that, when the ticket stays unresolved for a predetermined time, it takes status Escalated. Finally, once the issue is resolved and the requestor acknowledges the resolution, the status will be set as Closed. Tracking these updates on a ticket is essential as they signify the root cause of your support inefficiencies.
The Ticket Status Lifecycle extension allows you to see all status updates of a ticket laid out over a timeline view. It covers every aspect of a ticket's status across its life cycle. Additionally, the extension also shows you who effected the status change and the amount of time the ticket spent at each status.
Key Features
- Track the time spent by the ticket in each status to identify potential issues that cause delays in resolution.
- Filter the timeline to show only those statuses linked to the states that you select. For example, you can choose the "On hold" state to view status updates like Waiting on Customer, Pending Approval, etc.
- View the date and time of the status change and the name of the agent who updated the status.
Installing the extension
The Ticket Status Lifecycle extension can be installed either from the Zoho Marketplace or your Zoho Desk account. To install from Zoho Desk:
- Log into your Zoho Desk account with Administrator privileges
- Click the Setup icon (
) in the top bar.
- Under Marketplace, click All.
- Search for 'Ticket Lifecycle' in the search bar on the right.
- Select the Ticket Status Lifecycle extension, and click Install.
- On the Confirm Installation page, agree to the terms and conditions and click Install.
- In the Ticket Status Lifecycle Installation Setup page, do the following:
- Select the departments and profiles whose agents can access the extension in Zoho Desk.
- Agree to Terms of Use.
- Click Install.
The extension will be installed for the specified profiles and departments. - Click Authorize in the pop-up window to activate the extension.
- Click Accept to allow Zoho Workflow to access data in your Zoho Desk account.
Once installed, the locations for accessing the extension will be displayed on the right side of the extension's detail page. The Ticket Status Lifecycle extension can be accessed from the left-hand side tab of the ticket details page.
Viewing Status Lifecycle
With the Ticket Status Lifecycle extension for Zoho Desk, you can easily view the date and time of the status change and the name of the agent who updated the status.
With the Ticket Status Lifecycle extension for Zoho Desk, you can easily view the date and time of the status change and the name of the agent who updated the status.
- Go to the Tickets module.
- Select the ticket whose status lifecycle you want to view.
- Click the Extensions icon (
) on the left side of the ticket's detail page.
- Select Ticket Status Lifecycle in the Extensions list.
The Ticket Status Lifecycle icon () is now available in the icons list and is open.
- The Ticket Status Lifecycle Details panel will open with the status changes displayed in chronological order.
Uninstalling the Extension
You can uninstall the Ticket Status Lifecycle extension at any time.
You can uninstall the Ticket Status Lifecycle extension at any time.
- Click the Setup icon (
- On the Setup Landing page, click All under Marketplace.
- On the Marketplace page, click Installed Extensions.
- Choose Ticket Status Lifecycle for Zoho Desk from the list of extensions.
- Click the More icon (
) in the upper-right corner of the Ticket Status Lifecycle for Zoho Desk page.
- Select Uninstall Extension.
- Click Confirm.
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
Still can't find what you're looking for?
Write to us: support@zohoforms.com
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Zoho DataPrep Resources
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Bigin?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
Related Articles
Customer Ticket History for Zoho Desk
When new tickets are assigned, it is important to show your agents the past support tickets of the customer so that your agents can have more direct, effective, and meaningful conversations. The Customer Ticket History extension for Zoho Desk ...Events Supported in the Get Ticket History API
Introduction The Get ticket history API returns details of the actions — called events — performed on a ticket. In this document, you will learn about the different events supported and the variations of each event. Ticket History Events Each event ...Get Ticket History API - Explained in Detail
Introduction This API fetches details of all actions performed on a ticket and in the sub-tabs on the ticket detail page. Request Format GET: api/v1/tickets/{ticket_Id}/History Query Parameters from - int - Index number, starting from which the ...Ticket Status Dashboard
The Ticket Status Dashboard is designed to provide an easy to understand view into the status of all tickets received in your help desk. It displays the number of tickets under each status and states, the average amount of time a ticket stays in ...Highrise for Zoho Desk
View customer details and deals from Highrise in Zoho Desk. Manage contacts, deals, and activities between Highrise and Zoho Desk. Add new customers and deals to Highrise from Zoho Desk. This integration makes it easy to understand customer's details ...