This document describes how changes to an individual ticket's Status field can happen. (To modify ticket Statuses, see Ticket Settings Reference.)

Syncro starts all newly-created tickets with the “New” status.

A ticket's status will change when:

1. You click Make Invoice on a Ticket's Details Page, Syncro changes the ticket's status to “Invoiced.” This ticket status requires the "Use ‘Invoiced’ Ticket Status in Addition to Ticket's Billing Status" box to be checked in your Ticket Settings. 
2. Syncro detects a customer response in the ticket, the ticket's status changes to “Customer Reply.”
3. You post a ticket communication with an “Update” value/subject that's designed to trigger a status change. The Update/subject values that trigger status changes are as follows:

• Selecting “Diagnosis” or “Parts Arrival” changes the ticket's status to “In Progress.”
• Selecting “Parts Order” changes the ticket's status to "Waiting for Parts.”

Note: The “Update” dropdown menu values of “Issue,” “Contacted,” “Approval,” “Update” (the default), “Completed,” and “Other” do not modify a ticket's status. For more information about the Update dropdown menu, see About the Ticket Details Page.  

4. You manually change the ticket's status to “Waiting on Customer” or “Scheduled” (e.g., when you have scheduled an appointment with the customer, or set aside time to work on the ticket).

The “Resolved” status is the intended end-state for all tickets, and Syncro’s ticket workflow is designed around this.

• Moving the ticket to this status triggers the end of any “Time to Resolution” timers that are used in reporting, as well as any SLAs with resolution requirements.
• No ticket automations will be executed on tickets with a Resolved status.

Tip: The above properties can also be granted to a ticket status you create, as long as it begins with the word “Resolved.”