Ticket Status Lifecycle Extension - Zoho Desk Knowledgebase

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
  1. Track the time spent by the ticket in each status to identify potential issues that cause delays in resolution.
  2. 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.
  3. 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:
  1. Log into your Zoho Desk account with Administrator privileges
  2. Click the Setup icon (  ) > Integrations > Marketplace. in the top bar.
  3. Select the Ticket Status Lifecycle extension, and click Install.
  4. On the Confirm Installation page, agree to the terms and conditions and click Install.
  5. In the Ticket Status Lifecycle Installation Setup page, do the following:
    1. Select the departments and profiles whose agents can access the extension in Zoho Desk.
    2. Agree to Terms of Use.
    3. Click Install.
      The extension will be installed for the specified profiles and departments.
  6. Click Authorize in the pop-up window to activate the extension.
  7. 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.
  1. Go to the Tickets module.
  2. Select the ticket whose status lifecycle you want to view.
  3. Click the Extensions icon (  ) on the left side of the ticket's detail page.
  4. Select Ticket Status Lifecycle in the Extensions list.
    The Ticket Status Lifecycle icon (  ) is now available in the icons list and is open.



  5. 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. 
  1. Go to Setup > Integrations > Marketplace.
  2. On the Marketplace page, click Installed Extensions.
  3. Choose Ticket Status Lifecycle for Zoho Desk from the list of extensions.
  4. Click the More icon (  ) in the upper-right corner of the Ticket Status Lifecycle for Zoho Desk page.
  5. Select Uninstall Extension.
  6. Click Confirm.

    Access your files securely from anywhere

      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 CRM Training
        Redefine the way you work
        with Zoho Workplace

          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 CRM Training

            Create, share, and deliver

            beautiful slides from anywhere.

            Get Started Now


              Zoho Sign now offers specialized one-on-one training for both administrators and developers.

              BOOK A SESSION






                          Quick Links Workflow Automation Data Collection
                          Web Forms Enterprise Begin Data Collection
                          Interactive Forms Workplace Data Collection App
                          Encrypted Forms Customer Service Accessible Forms
                          Digital Forms Marketing Forms for Small Business
                          HTML Forms Education Forms for Enterprise
                          Contact Forms E-commerce Forms for any business
                          Lead Generation Forms Healthcare Forms for Startups
                          Wordpress Forms Customer onboarding Order Forms for Small Business
                          No Code Forms Construction RSVP tool for holidays
                          Free Forms Travel
                          Prefill Forms Non-Profit

                          Intake Forms Legal
                          Mobile App
                          Form Designer HR
                          Mobile Forms
                          Card Forms Food Offline Forms
                          Assign Forms Photography
                          Mobile Forms Features
                          Translate Forms Real EstateKiosk in Mobile Forms
                          Electronic Forms

                          Notification Emails for Forms Alternatives
                          Holiday Forms Google Forms alternative 
                          Form to PDF Jotform alternative





                                            You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                                Manage your brands on social media

                                                  Zoho Desk Resources

                                                  • Desk Community Learning Series


                                                  • Digest


                                                  • Functions


                                                  • Meetups


                                                  • Kbase


                                                  • Resources


                                                  • Glossary


                                                  • Desk Marketplace


                                                  • MVP Corner


                                                  • Word of the Day


                                                    Zoho Marketing Automation

                                                      Zoho Sheet Resources

                                                       

                                                          Zoho Forms Resources


                                                            Secure your business
                                                            communication with Zoho Mail


                                                            Mail on the move with
                                                            Zoho Mail mobile application

                                                              Stay on top of your schedule
                                                              at all times


                                                              Carry your calendar with you
                                                              Anytime, anywhere




                                                                    Zoho Sign Resources

                                                                      Sign, Paperless!

                                                                      Sign and send business documents on the go!

                                                                      Get Started Now




                                                                              Zoho TeamInbox Resources



                                                                                      Zoho DataPrep Resources



                                                                                        Zoho DataPrep Demo

                                                                                        Get a personalized demo or POC

                                                                                        REGISTER NOW


                                                                                          Design. Discuss. Deliver.

                                                                                          Create visually engaging stories with Zoho Show.

                                                                                          Get Started Now









                                                                                                              • 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 ...
                                                                                                              • 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 ...
                                                                                                              • 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 ...
                                                                                                                Wherever you are is as good as
                                                                                                                your workplace

                                                                                                                  Resources

                                                                                                                  Videos

                                                                                                                  Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                                  eBooks

                                                                                                                  Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                                  Webinars

                                                                                                                  Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                                  CRM Tips

                                                                                                                  Make the most of Zoho CRM with these useful tips.



                                                                                                                    Zoho Show Resources