Ticket Status

• Awaiting-Reply - use this status if you are still waiting for customer to reply. For example, if you asked the customer to provide any information like proof of the issue, confirmation of acceptance of our offer, correct address, etc. No need to use this status for eBay tickets. Do not just change ticket status to Awaiting-Reply without replying to the ticket.
• In Progress - use this status if the customer's concern/inquiry/issue is not yet resolved or completely answered and you still need to go back to the customer to provide an answer, resolution or update. For example, if you are waiting for the purchaser to provide product information, manual or resolution for an issue, etc. In Progress tickets should not be changed to Resolved without any reply or update from us. Always use the Wechat Reminder or scheduler so you can provide updates on time. Do not just change ticket status to In Progress without replying to the ticket.
• Resolved (EXTERNAL) - use this status if you answered/replied to the inquiry/email outside the Kayako ticket. For example, if you answered a Q&A via TradeMe or an eBay Case via eBay, you sent an invoice via eBay for eBay Total, or you cancelled an order via eBay for a cancel order request ticket.
• Resolved - use this status if you already have fully answered the customer's inquiry or if you have already solved the buyer's issue or concern.
• Closed (NO ACTION) - use this status for tickets that do not need any reply like a ticket of an eBay confirmation about a cancelled order, a Q&A with closed listing, a newsletter or advertisement.
• Open - this ticket status is set by the system if the ticket receives a DSAT/NEUTRAL score for the survey. The ticket needs to be replied based on the customer's inquiry, concern or issue. Open tickets should not be changed to Resolved without a reply from us.
• New - this ticket status is set by the system for any new email that enters Kayako or any reply outside an email thread. This status is also used for Loss Tickets.
• LOSS - IN PROGRESS - only use this status for ongoing Loss Cases. LOSS - IN PROGRESS tickets should not be changed to Resolved without any reply or update from us. Always use the Wechat Reminder or scheduler so you can provide updates on time. Do not just change ticket status from New or Customer-Reply to LOSS - IN PROGRESS without replying to the ticket.