{"id":993,"date":"2022-04-22T19:28:27","date_gmt":"2022-04-22T19:28:27","guid":{"rendered":"https:\/\/support.grispi.com\/knowledge-base\/what-are-the-explanations-for-the-ticket-situations\/"},"modified":"2025-06-12T13:36:54","modified_gmt":"2025-06-12T13:36:54","slug":"what-are-the-explanations-for-the-ticket-situations","status":"publish","type":"ht_kb","link":"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-the-explanations-for-the-ticket-situations\/","title":{"rendered":"What are the explanations for the ticket situations?"},"content":{"rendered":"\n<p>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.<\/p>\n\n\n\n<p><strong>New: <\/strong>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 <em>New<\/em> to another, it cannot be changed back to <em>New<\/em>.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Example:<\/strong> 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 <em>New<\/em> status. An agent has not yet reviewed or acted on it.<\/li>\n<\/ul>\n\n\n\n<p><strong>Open:<\/strong> 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 <em>Open<\/em>, it cannot return to <em>New<\/em>.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Example:<\/strong> An agent receives the ticket in <em>New<\/em> 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 <em>Open<\/em> status.<\/li>\n<\/ul>\n\n\n\n<p><strong>Pending: <\/strong>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 <em>Pending<\/em> status until the customer responds.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Example:<\/strong> The agent emails the customer asking for a photo of the incorrect shoes and the correct size. The ticket stays in <em>Pending<\/em> status until the customer provides the necessary information. The agent can handle other tickets in the meantime.<\/li>\n<\/ul>\n\n\n\n<p><strong>On hold: <\/strong>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 <em>On Hold<\/em> status until the required support is received.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Example:<\/strong> 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 <em>On Hold<\/em> while waiting. Once the supplier responds, the agent will update the customer.<\/li>\n<\/ul>\n\n\n\n<p><strong>Solved:<\/strong> The agent marks the ticket as <em>Solved<\/em> 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.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Example:<\/strong> 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 <em>Solved<\/em>. The issue is considered resolved.<\/li>\n<\/ul>\n\n\n\n<p><strong>Closed<\/strong>: Indicates that the ticket is fully completed and cannot be reopened. However, requesters can submit follow-up requests referencing the closed ticket. The <em>Closed<\/em> status cannot be set manually; it is applied automatically based on your business rules.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>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&#8230;<\/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-993","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 are the explanations for the ticket situations? - Grispi Support<\/title>\n<meta name=\"description\" content=\"What do ticket situations mean? Detailed explanations and examples are here.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-the-explanations-for-the-ticket-situations\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What are the explanations for the ticket situations?\" \/>\n<meta property=\"og:description\" content=\"What do ticket situations mean? Detailed explanations and examples are here.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-the-explanations-for-the-ticket-situations\/\" \/>\n<meta property=\"og:site_name\" content=\"Grispi Support\" \/>\n<meta property=\"article:modified_time\" content=\"2025-06-12T13:36:54+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-the-explanations-for-the-ticket-situations\/\",\"url\":\"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-the-explanations-for-the-ticket-situations\/\",\"name\":\"What are the explanations for the ticket situations? - Grispi Support\",\"isPartOf\":{\"@id\":\"https:\/\/support.grispi.com\/en\/#website\"},\"datePublished\":\"2022-04-22T19:28:27+00:00\",\"dateModified\":\"2025-06-12T13:36:54+00:00\",\"description\":\"What do ticket situations mean? Detailed explanations and examples are here.\",\"breadcrumb\":{\"@id\":\"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-the-explanations-for-the-ticket-situations\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-the-explanations-for-the-ticket-situations\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-the-explanations-for-the-ticket-situations\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/support.grispi.com\/en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"What are the explanations for the ticket situations?\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/support.grispi.com\/en\/#website\",\"url\":\"https:\/\/support.grispi.com\/en\/\",\"name\":\"Grispi Support\",\"description\":\"Easiest Way to Manage Customer Relationships\",\"publisher\":{\"@id\":\"https:\/\/support.grispi.com\/en\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/support.grispi.com\/en\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/support.grispi.com\/en\/#organization\",\"name\":\"Grispi\",\"url\":\"https:\/\/support.grispi.com\/en\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/support.grispi.com\/en\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/support.grispi.com\/wp-content\/uploads\/2022\/08\/Grispi-Logo-1-2.png\",\"contentUrl\":\"https:\/\/support.grispi.com\/wp-content\/uploads\/2022\/08\/Grispi-Logo-1-2.png\",\"width\":85,\"height\":36,\"caption\":\"Grispi\"},\"image\":{\"@id\":\"https:\/\/support.grispi.com\/en\/#\/schema\/logo\/image\/\"}}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"What are the explanations for the ticket situations? - Grispi Support","description":"What do ticket situations mean? Detailed explanations and examples are here.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-the-explanations-for-the-ticket-situations\/","og_locale":"en_US","og_type":"article","og_title":"What are the explanations for the ticket situations?","og_description":"What do ticket situations mean? Detailed explanations and examples are here.","og_url":"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-the-explanations-for-the-ticket-situations\/","og_site_name":"Grispi Support","article_modified_time":"2025-06-12T13:36:54+00:00","twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-the-explanations-for-the-ticket-situations\/","url":"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-the-explanations-for-the-ticket-situations\/","name":"What are the explanations for the ticket situations? - Grispi Support","isPartOf":{"@id":"https:\/\/support.grispi.com\/en\/#website"},"datePublished":"2022-04-22T19:28:27+00:00","dateModified":"2025-06-12T13:36:54+00:00","description":"What do ticket situations mean? Detailed explanations and examples are here.","breadcrumb":{"@id":"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-the-explanations-for-the-ticket-situations\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-the-explanations-for-the-ticket-situations\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-the-explanations-for-the-ticket-situations\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/support.grispi.com\/en\/"},{"@type":"ListItem","position":2,"name":"What are the explanations for the ticket situations?"}]},{"@type":"WebSite","@id":"https:\/\/support.grispi.com\/en\/#website","url":"https:\/\/support.grispi.com\/en\/","name":"Grispi Support","description":"Easiest Way to Manage Customer Relationships","publisher":{"@id":"https:\/\/support.grispi.com\/en\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/support.grispi.com\/en\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/support.grispi.com\/en\/#organization","name":"Grispi","url":"https:\/\/support.grispi.com\/en\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/support.grispi.com\/en\/#\/schema\/logo\/image\/","url":"https:\/\/support.grispi.com\/wp-content\/uploads\/2022\/08\/Grispi-Logo-1-2.png","contentUrl":"https:\/\/support.grispi.com\/wp-content\/uploads\/2022\/08\/Grispi-Logo-1-2.png","width":85,"height":36,"caption":"Grispi"},"image":{"@id":"https:\/\/support.grispi.com\/en\/#\/schema\/logo\/image\/"}}]}},"_links":{"self":[{"href":"https:\/\/support.grispi.com\/en\/wp-json\/wp\/v2\/ht-kb\/993","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/support.grispi.com\/en\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/support.grispi.com\/en\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/support.grispi.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/support.grispi.com\/en\/wp-json\/wp\/v2\/comments?post=993"}],"version-history":[{"count":7,"href":"https:\/\/support.grispi.com\/en\/wp-json\/wp\/v2\/ht-kb\/993\/revisions"}],"predecessor-version":[{"id":3646,"href":"https:\/\/support.grispi.com\/en\/wp-json\/wp\/v2\/ht-kb\/993\/revisions\/3646"}],"wp:attachment":[{"href":"https:\/\/support.grispi.com\/en\/wp-json\/wp\/v2\/media?parent=993"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/support.grispi.com\/en\/wp-json\/wp\/v2\/ht-kb-category?post=993"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/support.grispi.com\/en\/wp-json\/wp\/v2\/ht-kb-tag?post=993"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}