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Difference between Closed and Resolved status

We are migrating from another help desk solution to WHD.

In our previous solution, the resolved status was an internal status used by the tech to wait on confirmation from the client that the issue is resolved. Once confirmation is received by the client, the tech would change the status to closed.

Is this the same process for web help desk? This impacts reports and some metrics and could change how we configure WHD to fit our workflows. Understanding the difference between these statuses during implementation will hopefully eliminate re-work required to change configuration down the road.

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justin.gray

Yes, pretty much the same. Once in Resolved status, you can prompt the client for confirmation. If no, ticket status goes back to 'Open'. If yes, ticket is closed. You can also set Resolved status to 'Closed' after 'x' number of days.