Change ticket status without making reply

This article explains how to quickly update ticket statuses in Thulo Cloud without needing to compose a reply, streamlining your support workflow.

Updating Ticket Statuses:

1. Open the specific ticket you want to modify the status for.

2. Locate the status dropdown menu on the top right side of the ticket interface.
   

3. Click on the dropdown and select the desired new status for the ticket.

Important Notes:

• The ticket status will be automatically updated upon your selection. There's no need to save any additional changes.
• No automatic email notification will be sent to the customer regarding the status change.

Use Cases for Updating Status Without Reply:

• Internal Status Change: If the status change signifies an internal step in your support workflow (e.g., "Assigned to Agent"), you might not need to notify the customer at this stage.
• Temporary Status Update: When using a temporary status like "On Hold" to pause progress on a ticket, a reply might not be necessary.

Best Practices:

• Consider using predefined replies (if applicable) to notify the customer about significant status changes that impact them.
• Maintain clear communication with your customers throughout the support process, even when status updates don't trigger automatic emails.

By effectively utilizing this functionality in Thulo Cloud, you can efficiently manage ticket statuses, streamline your support workflow, and ensure clear communication with your customers.