How to Change Ticket Status
Updated April 18, 2026
Changing a ticket’s status helps track its progress and keeps everyone updated on its current stage (e.g., Open, In Progress, Resolved).
Before You Begin
- Make sure you have access to the ticket
- Understand your team’s status workflow (e.g., Open → In Progress → Resolved → Closed)
Steps
- Log in to Synclo
Sign in and open your dashboard. - Go to Ticketing & Helpdesk
Open the helpdesk module from the sidebar. - Open the Ticket List
Navigate to Open, Assigned, or All Tickets. - Select the Ticket
Click on the ticket you want to update. - Locate the Status Field
Find the current status displayed on the ticket (e.g., Open). - Click on the Status Dropdown
Open the list of available statuses. - Select the New Status
Choose the appropriate status such as:- In Progress (when work has started)
- On Hold (waiting for response)
- Resolved (issue fixed)
- Add a Comment (Optional but Recommended)
Explain why the status is being changed for better tracking. - Save or Update the Ticket
Click Save or Update to apply the change.
What Happens Next
- The ticket moves to the selected status
- Team members can see the updated progress
- Workflow rules (like notifications or auto-close) may be triggered
Quick Tips
- Always update status to reflect real progress
- Add comments for better team visibility
- Avoid skipping steps in your workflow