{"id":1012,"date":"2022-04-22T19:40:17","date_gmt":"2022-04-22T19:40:17","guid":{"rendered":"https:\/\/support.grispi.com\/knowledge-base\/what-is-the-life-cycle-of-a-ticket\/"},"modified":"2025-06-12T13:08:12","modified_gmt":"2025-06-12T13:08:12","slug":"what-is-the-life-cycle-of-a-ticket","status":"publish","type":"ht_kb","link":"https:\/\/support.grispi.com\/en\/knowledge-base\/what-is-the-life-cycle-of-a-ticket\/","title":{"rendered":"What is the life cycle of a ticket?"},"content":{"rendered":"\n<p>Every ticket has a life cycle. The life cycle refers to the time a ticket spends from the moment it arrives in Grispi Support until it is resolved.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"292\" height=\"221\" src=\"https:\/\/support.grispi.com\/wp-content\/uploads\/2023\/11\/ticket_status.png\" alt=\"\" class=\"wp-image-1638\" srcset=\"https:\/\/support.grispi.com\/wp-content\/uploads\/2023\/11\/ticket_status.png 292w, https:\/\/support.grispi.com\/wp-content\/uploads\/2023\/11\/ticket_status-50x38.png 50w, https:\/\/support.grispi.com\/wp-content\/uploads\/2023\/11\/ticket_status-60x45.png 60w, https:\/\/support.grispi.com\/wp-content\/uploads\/2023\/11\/ticket_status-100x76.png 100w\" sizes=\"auto, (max-width: 292px) 100vw, 292px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>When a support ticket is first received by Grispi, it becomes a ticket and is automatically set to <strong>New<\/strong>.<\/li>\n\n\n\n<li>It is set to <strong>Open<\/strong> when an agent is assigned to the ticket.<\/li>\n\n\n\n<li>If the agent needs additional information from the customer, the ticket is set to <strong>Pending<\/strong>.<\/li>\n\n\n\n<li>Once the issue is resolved, the agent sets the ticket status to <strong>Solved<\/strong>.<\/li>\n\n\n\n<li>After a certain number of days, the ticket is automatically marked as <strong>Closed<\/strong> and archived for future reference.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Every ticket has a life cycle. The life cycle refers to the time a ticket spends from the moment it arrives in Grispi Support until it is resolved.<\/p>\n","protected":false},"author":1,"comment_status":"open","ping_status":"closed","template":"","format":"standard","meta":{"googlesitekit_rrm_CAowiMm_DA:productID":"","footnotes":""},"ht-kb-category":[39],"ht-kb-tag":[],"class_list":["post-1012","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-demand-management"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v18.7 (Yoast SEO v20.6) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What is the life cycle of a ticket? - Grispi Support<\/title>\n<meta name=\"description\" content=\"What is the ticket lifecycle? What do ticket statuses mean? 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