We understand that the current out of box statuses in the Rezolve ticketing system (Submitted, Assigned, Work in Progress, Resolved, Closed and Re-open), may not give you a true picture of a ticket’s state. A ticket may spend more time in a pending status due to waiting on action from someone other than the agent assigned to resolve the issue. Which in turn, impacts the Resolution SLA of that ticket.
To overcome this, Rezolve provides a feature to create a customized status.
For example, if a ticket is pending approval, the agent sends an email to the approver and waits for his approval. The SLA timer will continue to run therefore your Resolution SLA will be impacted. In cases such as this, a new status could be introduced called “On hold” and the SLA could be stopped while the ticket is in that state.
Using this feature, we could
· Create a new state
· Stop SLA Timer
· Define label
· Set Conditional Fields
· Select the transition state
· Capture notes
· Notify requester on status change