Stages
Stages will help you to understand the progression of each helpdesk ticket. You can create various stages for tickets to organize them according to their progress. This will also help your teammates to easily recognize the status of the ticket by looking at the stage itself. In order to create new stages for the helpdesk tickets, you can go to the Configuration menu and select the Stages option.
Here, you can see the Name and Teams of each stage created in this module.
Using the New button will open a new form view to create a stage as shown in the screenshot above. Here, you can provide a Name for the stage in the given space. Add suitable Email and SMS Templates in the respective fields which will be sent to the corresponding customer whenever a new ticket reaches this stage. The Teams field can be used to mention the names of the helpdesk team to whom this stage will be visible. Add description to the stage in the Stage Description field so that your teammates will be able to understand the meaning of this new stage. After adding all details you can use this stage for the tickets to arrange them in a systematic manner.