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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*


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