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Navigating the Ticket Status Section in ReplyDesk: A User’s Guide
Navigating the Ticket Status Section in ReplyDesk: A User’s Guide
Joe Weinberger avatar
Written by Joe Weinberger
Updated over a week ago


ReplyDesk offers a streamlined approach to managing customer interactions through its Ticket Status section. This feature is integral to maintaining an organized inbox, allowing users to filter and prioritize messages with ease.



Locating the Ticket Status Section

To access the Ticket Status section, begin by navigating to the Helpdesk Tab on the main menu. A secondary menu will appear, embedded within the main menu. Here, you’ll find the expandable Ticket Status section, your gateway to efficient message management.


Understanding the Predefined Statuses

ReplyDesk comes equipped with several predefined statuses, each serving a unique purpose:

  • New Ticket Status: Displays all unviewed tickets, including messages, inquiries, and system notices from eBay.

  • System Status: Reserved exclusively for eBay notifications, such as promotions, inquiry notices, and crucial account updates.

  • To-Do Status: Ideal for flagging messages that require future attention but are not immediately pressing.

  • Awaiting Reply Status: Contains messages that necessitate a written response, ensuring prompt communication.

  • Resolved Status: Serves as an archive for tickets that have been addressed and resolved.

These statuses help users categorize tickets based on urgency and type, streamlining the workflow.

Customizing Your Workflow with Custom Statuses

For a personalized touch, ReplyDesk allows the creation of Custom Statuses. By clicking the Add Custom Status button, users can define their own categories, assigning messages to them either manually or through automated rules.


Managing Tickets with Ease

Each ticket in ReplyDesk displays its current status in the Status Field at the top. Users have the flexibility to manually adjust this status, ensuring that each ticket reflects its true state in the workflow.


Automating with Rules

To further enhance efficiency, ReplyDesk supports rule creation for automatic ticket assignment. For detailed guidance on setting up these rules, refer to the comprehensive article on rule creation within ReplyDesk’s knowledge base. You can view that Here.


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