The status bar shows the progress of a ticket or video session. You can find it in the ticket details view (article) and the video session details view (article).
Ticket Status Bar
Status | Meaning |
Draft | Not all steps of the ticket creation flow have been completed yet. No ticket offers have been sent out yet. |
Open | The ticket has been created. Ticket offers have been sent. No employee has accepted their ticket offer yet. No employee has been assigned yet. |
Assigned | At least one employee has accepted their ticket offer or has been assigned. |
In Progress | An employee is working on the ticket. |
Done | The ticket is done, but the code user has not yet rated it. |
Closed | The ticket is closed. Code users can no longer create updates or write messages. |
Cancelled | The ticket has been cancelled. |
Video Session Status Bar
Service employees can manually change the video session status. However, when a call is started the status automatically changes to "In Progress" and when a call has ended the status automatically changes to "Closed".
Status | Meaning |
Requested | A code user has requested a video session. The call can only be started after the request has been confirmed. |
Confirmed | The video session has been confirmed by a service employee. Both sides can initiate a call. |
In Progress | The call is in progress. |
Done | The call has ended, but the code user has not yet rated it. |
Closed | The video session is closed. To have another call, a new session must be requested by a code user, or the session must be reopened by an service employee. |
Cancelled | Option 1: A code user has canceled a request. Option 2: A service employee has canceled a video session (possible at any time). |
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