⭐ What are statuses?
Every request sent to Yungas, whether it is a ticket, demand, or response to an announcement, has a status that defines the stage of resolution for that request.
⭐ How do statuses help organize communication?
This status helps department/subdepartment members create a response flow for requests, and also helps prioritize the resolution of requests according to that same status.
⭐ How do statuses change?
Status changes happen automatically. Manual changes are not possible, so we will explain how these changes occur.
⭐ Explaining the Statuses
The possible statuses for tickets on the platform are:
New: requests with the "New" status are requests that have not yet received a first response from the requested department.
Pending: these are requests that are waiting for feedback/action from Headquarters.
In progress: in-progress requests are those in which Headquarters has already sent a response to the branches.
Overdue: these are requests that were not resolved within the registered resolution deadline.
📑 Example of Status Changes
When a new ticket or demand is created, the "NEW" status is applied, indicating that there has not yet been a first response.
After the first response from the franchisor in the ticket, or the first response from the requested department in the case of a demand, the status changes to "IN PROGRESS". This indicates that there has been a response from the franchisor (ticket) or the requested department (demand), and that it is waiting for new feedback from the sender, meaning the person who opened the request.
After new feedback is added within the request, the status then becomes "PENDING", meaning it is waiting for a new action from the franchisor (ticket) or from the requested department team (demand).
When the ticket resolution has been applied, you can close the ticket!
When the service is completed, the status changes to "CLOSED", indicating that an evaluation has been sent to the franchisee to evaluate the service. This evaluation is sent only for tickets. It also indicates that the request, question, etc. has been resolved!
Source: Yungas - Inbox >> Example: Ticket evaluation by the franchise user after the ticket is closed
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