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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 |