Overview

This KB article will guide you through the process of setting a default status for replying to tickets.

Process

• When a staff member replies to a support ticket, Kayako Classic can update its status, to keep it moving through the customer defined ticket workflow.
• Kayako Classic allows its customers to set a default reply status based on what ticket view the staff member is working from when they reply. 

To select or change the default reply status for a view, follow the steps given below:

1. Select Tickets > Views on the staff control panel toolbar.
2. Open up a view, and switch to the Options tab. You'll be able to change the default reply status there as shown in the figure below: