How to change status of support request?

How to change status of support request?


Changing the status of a support request helps track the progress of a customer’s claim or inquiry. Dyrect’s Back Office provides a simple status dropdown that allows internal teams to update ticket stages, ensuring transparency and keeping customers informed in real time. This guide explains how to change a ticket status and how notifications are sent to customers.

Step-by-Step Guide to Change the status of the ticket

1. Log in & Open the Ticket

  1. Log in to your Dyrect Back Office portal.
  2. Go to support
  3. Click on the Ticket Number for which you want to update the status.
  4. This will open the Ticket Details page.

2.  Locate the status dropdown

  1. Inside the Ticket Details page, find the Status field
  2. It appears as a dropdown menu showing the current status (e.g., Open, In Review, Approved, Rejected, Closed, etc.).
  3. Select the New status
  4. Choose the appropriate status based on the progress of the ticket.
  5. After selecting the new status, click Save
  6. The status update will be recorded in the system.

3.  Customer Notification

  1. Once the status is updated, the customer automatically receives an email informing them about the new status of their support request.

Conclusion

Updating the status of a support ticket ensures smooth workflow management and keeps customers fully informed throughout the resolution process. With just a few clicks, you can track progress accurately, maintain clear communication, and improve customer satisfaction.

FAQs

Q1. Will the customer be notified when I change the status?
Yes. Every status change triggers an automatic email notification to the customer.

Q2. Can I revert a status after saving it?
Yes, if your role permissions allow, you can select a new status from the dropdown and save it again

Q3. Is the ticket status customizable?

Yes.
You can fully customize statuses by going to:
Settings → Status
From here, you can:

  • Add new status names

  • Edit existing statuses

  • Change colors

  • Rearrange the sequence

This allows each brand to configure ticket statuses according to their own workflow and process requirements