1. The most common life cycle for a ticket is (5 steps & 5 status):





    NB: In case Antelop requires additional information for ticket resolution, the status “Pending” can be used as an additional step. When this occurs, Antelop expects a response from the customer. If there is no response from the customer after the 5 emails reminder, the ticket is automatically and permanently closed.

    1. Ticket status definition

  2. Status “Open” 

    When a customer creates a ticket on the Freshdesk “portal”, the status by default is “Open”.

    This status means that the ticket’s waiting to be assigned to Antelop (a team or an agent).

    Status “Assigned”

    This status means that the ticket has been assigned, at first, to the support team which have to do a pre-analysis of the ticket. When it’s the case you will receive an email from the support agent in charge of the pre-analysis. 

    After the pre-analysis, the ticket may be reassigned to another team for resolution, for example the Dev team. If it’s the case, an email is sent for your information.

    Status “Dev-scheduled”

    This status means that for resolving this ticket, a developpement is needed and scheduled for implementation.

    Status “Resolved”

    This means that all actions to resolve this ticket have been carried by the support team. An email is send to inform the customer who can test and confirm the resolution or re-open it if necessary. 

    If the customer rejects the resolution, the ticket is changed to status “assigned”.

    Otherwise, the ticket will be automatically closed after 5 days.


    Status “Closed”

    After confirmation by the customer that the ticket has been resolved, the ticket is set to status “Closed”. The ticket is still visible on Freshdesk but can no longer be modified.


    Status “Pending” (optional) :

    The status "Pending" can be used when Antelop Support requires additional information from the customer. 

    When the customer answers, the status is changed to “Assigned”.

    After 5 reminders without update from the customer, the ticket is automatically resolved.