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Understanding ticket statuses

There are six standard statuses that can be applied to a ticket. The ticket status can be assigned manually by an agent/manager OR automatically by the system:

Status	Description	Manual/Auto
New	- The original status of all new tickets created in the system, no action has been taken by agents. - Not visible or editable to agents. Administrations and supervisors are able to view all 'New' tickets in 'All' tickets. - New tickets are not yet assigned to any agents.	Auto
Open	- Any ticket, which have been assigned, re-opened or currently assigned	Auto
Pending	- A ticket that have been opened but pending for customer reply	Manual
On Hold	- Agent is unsure about the ticket or waiting for information internally	Manual
Resolved	- An agent marks a ticket at his own discretion; anytime he/she feels the customer query has been answered	Manual
Closed	Automatically assigned by the system upon the following triggers: - Completion of designated holding time by tickets marked as Resolved - Completion of designated holding time by tickets marked as Pending	Auto

Ticket Queue Logic
Ticket Management