Processing a Ticket
The statuses a Ticket moves through
A Ticket is always in one of six statuses:
Draft
The Ticket has been created manually and has not been saved for the first time yet.
To Do
The Ticket is waiting for a resource to pick it up.
In Progress
Work is underway on the Ticket.
Waiting
Work has been halted until something happens.
Resolved
The work is complete and the feedback window is open.
Closed
The Ticket is finished.
The status button in the header ribbon offers To Do, In Progress, Waiting and Resolved. You move a Ticket to Closed by resolving it, and a Ticket leaves Draft the first time you save it. See The Ticket Screen for how to select and confirm a status.
Initial Ticket Submission
When manually starting a Ticket directly in Enate it will sit in a state of 'Draft' until it has been submitted for the first time.
To submit a Ticket, you must:
Add a Title
Enter a Ticket description in the section provided (after submitting, this section will disappear and instead will show as the initial submission note).
Set a Ticket Category in the Settings Tab: see here for more information
Set a Primary Contact and a Requester in the Contacts section.
If any of these are missing, the system tells you which one when you try to save, for example 'Please enter a Ticket Title before continuing.' or 'Please specify a ticket category in the settings section before continuing.'
Then hit the 'Submit' button.
Once you have successfully submitted the Ticket, the Ticket will close and a confirmation pop-up will display showing that the Ticket has been submitted successfully and is now in a state of To Do.
You can click the Ticket reference link on this message to immediately re-open the Ticket (note that the Ticket may still be processing if you re-open the tab immediately). Alternatively, you can re-open using the 'Recently Accessed' link at the foot of the navigation dropdown.
Saving a Draft Ticket without choosing a different status moves it to To Do. You can also choose any of the other statuses from the status button before you save, so a Ticket that is answered on first contact can go straight from Draft to Resolved.
Tickets that Enate creates for you never sit in Draft. A Ticket raised from an incoming email, from Self Service, in bulk, by a schedule, by a robot or as a linked work item starts in To Do.
When you see a Ticket in a state of To Do, it means that it is not currently being progressed.
The Ticket will sit in a status of To Do until a resource has picked it up. This could be a human resource or a robot resource.
Once you start updating a Ticket in a state of To Do, it will:
automatically assign to you and
the status will change to 'In progress'
You can also choose to change the state yourself.
When a Ticket is in a state of In Progress, this signifies that work is now underway. It will stay in that status until it's resolved (unless it needs to be moved to a state of Wait).
Setting a Ticket Category
You can change the category of the Ticket after it has been initially categorised and an entry will appear in the timeline showing who changed the Ticket category, when they changed it and what it has been changed to.
Note that you will need to have selected the 'Ticket Category Changed' option from the timeline filter for this to show.
Setting a Ticket back to 'To Do'
If you've picked up a Ticket in error, or if your reach the conclusion that it's not a piece of work you're going to be able to progress, you can unassign it from yourself, either to another resource or just back to its Queue. This could be after 10 seconds or half an hour, but when you do this the system will automatically set the status back to 'To Do' to let everyone know that it's not going to be progressed until another resource picks it up. You can also just manually set the status back to 'To Do' if for example you started working on it in error and need to quickly undo the status change.
Similarly, if a robot resource rejects a piece of work, its status will be set back to 'To Do' as part of handing it over for a human resource to carry out.
Using 'Wait' for Tickets
If you're working on a Ticket and you have to temporarily halt work on it because you're waiting for some additional information or because of some other temporary blocker, you should choose the 'Wait' status.
When placing a Ticket into a state of 'Wait', you need to specify the type of wait. The options are:
If you confirm the Wait status without choosing a wait type, the system responds with 'Please specify a wait type before continuing.'
A Ticket can also be put into a wait on related work items by the system, which happens when you split the Ticket or convert it into a Case. You cannot choose that wait type yourself, and you cannot edit a Ticket while it is in it.
Wait for more information for Tickets
Impact on SLA clock: SLA clock PAUSES while a Ticket is in this state, IF the Ticket's Due Date rule (configured during process design) has 'Add Wait Time To Due Date' set to ON. If it is set to OFF, the SLA clock CONTINUES while the Ticket is in this state.
If you're working on a Ticket and you have to temporarily halt work on it because you're waiting for some information from a third party or client, you should choose 'Wait for more information' and then add the number of days you want to wait for a response.
The field is labelled 'Number of days to wait (max 180)'. You must enter a whole number between 1 and 180. Anything outside that range is rejected with 'Please specify number of days (between 1-180) to wait before continuing.'
If the Ticket's Due Date rule uses a working calendar, the days you enter are counted as working days using the working hours in a day for that Ticket. If it does not use a calendar, they are counted as calendar days.
Upon confirming the 'Wait for more information' status, the Ticket will move from your Work Inbox into your Owned Work list, as there is no active work to be carried out on it until a response is received.
Once a response has been received, the Ticket will move back from your Owned Work list into your Work Inbox in a state of To Do, highlighted for you to progress. Either an email or a Self Service message counts as a response.
Alternatively, if you have set the 'Close if no response received' to On, then upon reaching the number of days to wait if there has been no response received from the client, the system resolves the Ticket for you with a resolution method of 'No Customer Response'. It then follows the normal route to Closed, so if a feedback window has been configured the Ticket sits in Resolved for that period first.
While the wait is running, the Info Card tells you what will happen when it ends, for example 'Set to Wait For More Info until 14 Oct 2026 09:00. If no information is received, this Ticket will move back to To Do.'
Wait Until for Tickets
Impact on SLA clock: SLA clock CONTINUES while Ticket is in this state.
If you're working on a Ticket and you have to temporarily halt work on it until a specific future date/time, you should choose 'Wait Until'.
When you select 'Wait Until', you must specify the desired follow up date and time.
The date and time must be in the future, and no more than one year ahead. If you leave it blank the system responds with 'Please specify a date to follow up on this Ticket before continuing.', and if the date has already passed it responds with 'Please set a follow up date and time in the future.'
If the follow up date you choose is later than the Ticket's due date, the system warns you that 'This date is beyond the Due Date. This may result in SLA failure'. It does not stop you.
Upon confirming the 'Wait Until' status, the Ticket will move from your Work Inbox into your Owned Work list, as there is no active work to be carried out on it until the follow up date.
When this date is reached, the Ticket will move back from your Owned Work list into your Work Inbox in a state of To Do, highlighted for you to progress.
Editing an existing wait
While a Ticket is waiting, the Info Card offers an 'Edit Wait' button. Use this to change the wait type or its settings without first moving the Ticket to another status. The same rules on days to wait and follow up dates apply.
Set back to 'In Progress'
Re-select this option if you wish to take the Ticket off 'Wait'.
Resolving a Ticket
You signify completing a Ticket by marking it as Resolved.
In addition to marking the Ticket as resolved you must specify the 'Resolution Method', with the following options:
With Customer Response
The request has been answered and you have communicated the outcome to the service recipient.
No Customer Response
The Ticket is complete but no response was received or none is needed.
Rejected
The request is not something your team will action.
Rejected As Spam
The Ticket was created from an unwanted email.
'Rejected As Spam' only appears in the list for a Ticket that was created from an incoming email. Resolving as 'Rejected As Spam' is also the one case where the Ticket does not need a Primary Contact and a Requester.
If you try to save a resolution without picking a method, the system responds with 'Please specify a resolution type before continuing.'
The Ticket will then move to a state of Closed, unless a feedback window has been set for it, in which case it will move to a state of Resolved. See below for more information on this.
Resolution Email/Note
When you select to resolve a Ticket, if it has been configured this way in your system (see here for more information), you must either:
Send a resolution email
or
Add an internal resolution note
This applies when you resolve with 'With Customer Response'. If you mark the Ticket as resolved and have not done either of these, the system will bring up a reminder message:
If you then choose to send a resolution email, the system will show this with a green tick in the email or note:
You will then be able to mark the Ticket as resolved.
If you have already added a resolution
If you have just added a note or sent an email before marking as 'resolved', the system will automatically mark this accordingly, and will not ask you to add a further resolution confirmation.
Subsequent Resolution Note / Email display in timeline.
For resolved Tickets, you will be able to see the note / email which was tagged as the resolution highlighted in green with tick marker:
Quick Resolution
For quick resolution, you can also send your resolving email and mark the Ticket as resolved in a single click. Just click the 'Send and Resolve' button at the foot of the email you are sending.
Resolution methods the system sets for you
Some resolution methods cannot be picked from the dropdown because the system sets them when you carry out an activity on the Ticket:
Case Launched
The Ticket was converted into a Case.
Split Into Multiple Tickets
The Ticket was split.
Merged
The Ticket was merged into another work item.
Cancel
A member of the support team closed the Ticket.
Rejected Unconfigured Email Address
The Ticket came from an email sent to an address that is not set up as an Email Route.
Feedback Window
After a Ticket has been resolved it may sit in that status for a brief period if a Feedback Window has been set for it. During this time period the service recipient may respond and the Ticket may be reopened, either manually using the 'Reopen' button or automatically upon receipt of a new incoming email or feedback within the time period.
The length of the feedback window comes from the 'Keep Ticket Open' setting on the Ticket Category in Builder. If no days are set there but the Ticket is being resolved with an outgoing email, the window runs until that email is due to be sent. If neither applies, the Ticket goes straight to Closed.
Clicking 'Reopen' puts the Ticket back into To Do and assigns it to you. When the system reopens the Ticket because new information arrived, it also puts the Ticket into To Do but leaves the assignee as it was. Either way the Info Card then shows 'Last Reopened By' with the date and time.
After the feedback window has completed without any further response, the Ticket will move to a state of fully 'Closed'. Any subsequent mails received will launch a brand new work item.
Worked example: a payroll query that waits for the employee
A Ticket arrives by email into the HR Services mailbox and Enate creates 10040-T in a status of To Do.
Ranjit opens the Ticket. Because he starts updating it, Enate assigns it to him and moves it to In Progress.
He needs the employee's payslip reference, so he replies to the requester, selects Waiting, chooses a wait type of 'Wait for more information', enters 5 days and leaves 'Close If No Response Received' clear. He clicks Save Changes. The tab closes and the Ticket moves from his Work Inbox into his Owned Work list. The Info Card reads 'Set to Wait For More Info until 26 Sep 2026 14:20. If no information is received, this Ticket will move back to To Do.'
The employee replies two days later. The New Information icon lights up and the Ticket returns to Ranjit's Work Inbox in a status of To Do, with a reason of 'New Information Received'.
Ranjit answers the query, sends the reply and clicks 'Send and Resolve'. The Ticket is resolved with a resolution method of 'With Customer Response'.
The Ticket Category has 'Keep Ticket Open' set to 3 days, so the Ticket sits in Resolved. On day 2 the employee emails again, so Enate reopens the Ticket into To Do and assigns it back to Ranjit.
Ranjit answers and resolves again. This time nothing arrives within 3 days, so the Ticket moves to Closed with a reason of 'Feedback Window Passed'. A further email from the employee now creates a brand new Ticket.
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