# User Chased Tickets

When a ticket has been chased, you will see a status change based on what has been configured. For example, USER-CHASED.

#### Understanding User Chase in ITSM

The **User Chase** feature within IT Service Management (ITSM) systems enables users to actively follow up on their support tickets. This action can trigger a status change in the ticketing system, for instance, to `USER-CHASED`, indicating that the user has sought updates or expedited resolution on their issue.

**Why Allow Users to Chase a Ticket?**

1. **Improved Communication**: By allowing users to chase tickets, organizations enable a two-way communication path, ensuring that users are not left in the dark regarding their issues.
2. **Increased Transparency**: It provides users with a sense of involvement in the resolution process, enhancing transparency around support operations.
3. **Priority Reassessment**: When a ticket is chased, it may prompt support staff to reassess the priority or urgency of the issue, potentially leading to faster resolution times for critical problems.
4. **Enhanced User Satisfaction**: Giving users the ability to prompt for updates can significantly improve user satisfaction and trust in the IT service management process.

{% hint style="info" %}
To easily see tickets that have been chased, you can add the **Call Status** column to your **Call Search Results**.
{% endhint %}

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