There are six possible status values. The status of a ticket can be set and updated manually by an agent or automatically through your business rules.
New: TThe status used when a ticket is first created and has not yet been assigned to an agent. At this stage, the ticket has just entered the support system and is waiting for an agent to review it. The ticket receives this status immediately after being submitted by the customer and remains in this state until it is seen and handled by the support team. Once the status changes from New to another, it cannot be changed back to New.
- Example: A customer creates a ticket stating that the shoes they purchased online were the wrong size. When this ticket reaches the support team, it is automatically set to New status. An agent has not yet reviewed or acted on it.
Open: This status indicates that a ticket has been assigned to an agent and is being worked on. The agent takes the necessary steps to resolve the ticket, contacting the customer and trying to understand the problem. In this state, the ticket is being actively handled and the resolution process is ongoing. Once a ticket is marked as Open, it cannot return to New.
- Example: An agent receives the ticket in New status and contacts the customer about the size issue. The agent asks the customer for a photo of the incorrect shoes and the desired size. At this point, the ticket is in Open status.
Pending: Used when the agent is waiting for additional information or action from the customer to proceed with resolving the ticket. The agent has reviewed the ticket but requires further input from the customer. The ticket remains in Pending status until the customer responds.
- Example: The agent emails the customer asking for a photo of the incorrect shoes and the correct size. The ticket stays in Pending status until the customer provides the necessary information. The agent can handle other tickets in the meantime.
On hold: Indicates that the ticket is awaiting resolution from a third party who is not part of your support team and does not have an agent account. The agent is not waiting on the customer, but on external input or action. The ticket remains in On Hold status until the required support is received.
- Example: A customer requests an exchange for shoes in the wrong size. The agent is waiting for a response from the supplier regarding the exchange. The ticket is placed On Hold while waiting. Once the supplier responds, the agent will update the customer.
Solved: The agent marks the ticket as Solved when the issue has been successfully addressed and the resolution has been communicated to the customer. This is the final stage before closure. The customer may confirm the resolution or reopen the ticket if needed. Often, customer satisfaction surveys are sent at this stage.
- Example: After receiving confirmation from the procurement team, the agent informs the customer that the correct shoes have been shipped and shares the return instructions for the wrong pair. Once the customer receives the correct item and confirms it, the ticket is set to Solved. The issue is considered resolved.
Closed: Indicates that the ticket is fully completed and cannot be reopened. However, requesters can submit follow-up requests referencing the closed ticket. The Closed status cannot be set manually; it is applied automatically based on your business rules.
