How to change the status of an assigned helpdesk ticket?

The helpdesk refers to the interface used by employees on the Keka portal to seek assistance, support, or resolution for their technical or non-technical issues or inquiries. It serves as a centralized hub where employees can submit help requests, report problems, or seek guidance on various matters related to their work environment, systems, software, or processes. It allows employees to efficiently communicate their concerns, and receive updates on the progress of their requests.

Ticket status is generally changed once an issue is resolved or an update has been provided by the concerned team. The ticket then needs to be marked as "In Progress" or "Closed" to actively keep track of all the tickets.

Let us take a look at the steps to change the status of an assigned helpdesk ticket.

Navigate to the Org (1) section, and click on the Helpdesk (2) tab, after which you will be directed to the Tickets (3) section. Under the Open Tickets (4) tab, you will find all the assigned tickets. Click on the Ticket Title (5).

Once you have responded, select the ticket Status (1), and click on Update (2).

Alternatively, under the Open Tickets tab, click on the 3 dots (1) & select Close Ticket (2).

You may also bulk select the Tickets (1) & click on Close Ticket (2) to close multiple tickets simultaneously.

Then on the overlay window, Choose a reason for closing the ticket (1) & click on Confirm (2).

We hope that you now have a better understanding of how to change the status of an assigned helpdesk ticket on Keka.

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