Change ticket state in agent interface

[gogaman]

Hi

How can I change ticket state in agent interface ?

Thanks

[crythias]

If the ticket is New, it will change to Open upon the first reply to the customer ("Hi, I'm agent X. I'll be handling your ticket...')
In the reply, you'll have various options to change the status (closed successful/unsuccessful, pending ...)
If you click close, it will change the status to closed.
If you click pending, it will give you a choice of pending status.
If you enable it SysConfig, you may also be able to change status with a Note.
In SysConfig, you'll also be able to determine what statuses/status types you'll have available for each interface.

[gogaman]

Thanks for reply