Send and Update status for a ticket 

In such cases, the technician, already occupied with the previous ticket, can utilize the send and update status feature. They can select "send" and choose the "on-hold" status, indicating a temporary pause in their work on the printer issue to address the urgent computer problem. With the "on-hold" status selected, the ticket status is updated accordingly.

During the ticket's lifecycle, customers may have further queries or require clarification even after the agent has resolved the issue and closed the ticket. In such a scenario, if the customer reopens the ticket with additional questions, the agent will need to work on addressing these queries. 

For instance, let's consider a situation where a customer submits a ticket regarding a technical issue, the agent resolves it, and the ticket is closed. However, the customer reopens the ticket, seeking clarification on some aspects of the solution provided.

Now, the agent, acknowledging the reopened ticket and the customer's queries, selects the "send" option and chooses the "under discussion" status. This action informs the customer that their queries are being addressed and assures them that the agent will provide answers shortly. Additionally, other agents can also see that the ticket is currently under discussion, ensuring coordination and transparency within the support team.

Likewise, send and update status option can be used to automate the manual updation of ticket response and status update. For instance, Imagine a customer support representative at a software company receives a ticket from a customer reporting an issue with the software. The support person reviews the ticket and realizes they need more information from the customer to effectively address the issue. They compose a reply to the customer, requesting additional details, and then they would need to send the reply and manually update the status of the ticket from "Open" to "Waiting for customer reply" each time.

However, with the send and update status feature, the support person can streamline this process. They can compose their response to the customer, asking for more details, and then, with a single action, they can send out the reply and simultaneously update the status of the ticket to "Waiting for customer reply". This not only saves time and effort for the support person but also ensures that the ticket status accurately reflects its current stage, making it easier for both the support team and the customer to track progress.

Note: Within the send dropdown, agents can also access the ticket default preferences by choosing the open preferences option. Here, they can disable the toggle for sending and updating status. Note that this toggle is enabled by default.

Points to remember

1. Only users with the option to update status can use the send and update status feature.
2. If the "parent tickets cannot be closed until all child tickets are closed" option is enabled and if an agent attempts to send the reply and close the parent ticket without closing the child tickets, the reply will still be sent, but the status will not be updated.
3. If a blueprint is applied, validation rule is configured for the status field, and field-level permissions are enabled, then the option to send and update the status will be unavailable.
   

To send and update status for a ticket

1. Open a ticket in it's detail view.
2. Click the Reply button.
3. Draft the ticket response and select the desired ticket status.
   
4. Click Send.