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Community Member

Service Cloud question

I'm new to the Service Cloud ticket system. When I'm looking a the tickets that have come in, what's the difference between "Open" and "Pending" ?

12 Replies
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Community Member

Hi jhough@bethelsd.org‌ - I think this guide will answer your question: How do I view cases in the Service Cloud Admin Console? 

There are actually a number of documents about Service Cloud, found under Support Information in the guides: https://community.canvaslms.com/docs/DOC-10895-canvas-admin-guide-table-of-contents#jive_content_id_... 

And there's some good info to be found in the https://community.canvaslms.com/community/labs/ticketing space.

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Community Member

That's what I was looking for! Thank you! I missed that one when I was going through all the help docs before. 

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Community Member

Oh and I can't access the Canvas Support Ticketing System space. I'm not authorized. Smiley Sad

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Community Member

Ah, sorry about that. I'm forever forgetting which of the things I can access are things other people can't access... Smiley Sad

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Community Coach
Community Coach

If you are a Canvas Admin you should have access to those documents. Let me check and see what we can do to help. 

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Community Team
Community Team

jhough@bethelsd.org, please contact your Customer Success Manager (CSM) to arrange the necessary access to those resources. Smiley Happy

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Community Member

Thank you!

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Community Member

I can access all of the documents and such, just not the last one with the yellow circle - Canvas Support Tracking System. Is that something that my CSM can give me access to?

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Community Coach
Community Coach

Yep!