With the request status change feature, you can have full control over the entire process of a request. For example, you can quickly find out whether your request has been received, is under review, or has been resolved. This feature allows you to monitor the status of incoming requests from your customers, enabling more efficient task management.

Nildesk is a highly detailed software designed for request management. As such, it offers many filtering options to help you quickly find what you’re looking for. One of these is the request status change feature. You can easily view the current status of questions or issues submitted to you and forwarded to your staff by selecting the relevant category. Request statuses can be briefly explained as follows;

Open Requests: When customers submit a question or issue via Nildesk, it is immediately marked as an open request and awaits a response from your staff as soon as possible.

Closed Requests: Once your staff member resolves the issue, the request should be marked as closed so that they can move on to pending tasks.

Pending Response Requests: When communicating with a customer, if they are waiting for your staff to respond to a question, the request is listed under this status.

Awaiting Customer Response: After your staff responds to the customer's question or provides a solution, the request waits under this status until the customer replies.

In-Progress Requests: After all necessary communication with the customer is complete and the request is being actively worked on, it should be marked as in progress until it's fully resolved.

Unassigned Requests: If a request has been submitted but has not yet been assigned to any staff member, it should be marked as unassigned and resolved as soon as possible.

Updating the status within a request helps ensure that all customers receive equal attention and that no request is overlooked. Managers using the Nildesk panel are expected to use the request status change feature correctly and update statuses without delay. Otherwise, confusion may arise between departments or staff, and some customer requests might be missed. Therefore, statuses should be updated regularly and assigned appropriately based on the content.

Nildesk’s user-friendly interface and request management features speed up the workflow of support teams. In the long run, the status change features will help your staff manage their time better and improve efficiency. You can start experiencing these features through our Pro, Plus, or Mega packages. Visit our website for detailed information about package contents and our professional solutions.