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 (
) > Integrations > Marketplace. in the top bar.
- 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.
- Go to Setup > Integrations > 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.
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