Ticket Status Quiz

What is the default status for new tickets?

• Follow Up

• Open

• In Process

• Customer Action

When a customer replies to a "Completed" ticket, what status is the ticket now set to?

• Escalation

• Partner Action

• Follow Up

• Closed

When a team member is actively working on a ticket, what status is the ticket in ?

• Completed

• Escalation

• In Process

• Customer Action

If a ticket requires further action from the customer, which status should be set?

• Partner Action

• Customer Action

• Follow Up

• De-Escalation

When is the Escalation status used?

• When a request is sent to an Authorized Service Centre.

• When a customer replies to a completed ticket.

• When the ticket is assigned to a specialized team for resolution.

• When the ticket is resolved and closed.

What happens to tickets in the Completed status after 14 days?

• They are deleted from the system.

• They automatically close and cannot be reopened.

• They revert to the Follow Up status.

• They remain in the Completed status indefinitely.

Which of the following cannot be reopened?

• Partner Action

• Escalation

• Closed

• Follow Up