什么是工单生命周期？

A ticket can go through various phases throughout its lifecycle. Typically when a ticket first comes in, its status is New. Once an agent answers the ticket, its status is changed to Answered. If a customer replies back to the same ticket, its status is changed to Open. After that, an agent can either answer the ticket again (and same process continues) or simply resolve the ticket and the status will be changed to Resolved.

在工单生命周期内，您也可以推迟工单，将其标记为垃圾、删除或消除工单。

All actions associated with a ticket are marked with a timestamp in the ticket thread. Keeping track of these timestamps can be very useful, especially if you need to access your online ticket history. This is why it is important to choose a ticket support software that offers detailed ticket tracking and reporting.

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在了解了工单生命周期后，您可能会对如何改进客户服务感兴趣，阅读这篇文章可以帮助您更好地优化客户支持流程。除此之外，您还可以了解开源工单系统，这将为您提供更多自定义和灵活性，以满足特定业务需求。如果您想知道如何有效地管理工单，您可以阅读关于暂停工单的文章，以便在必要时暂时搁置和重启工单。最后，了解工单状态的详细信息将有助于您跟踪和管理客户请求的进展。