Ticket Status Bar
|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".
|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).