Ticket statuses

Every ticket has one of six statuses:

Status	Means
New	Nobody has picked it up yet.
Open	Your team is working on it.
Pending	You are waiting for the customer.
On-hold	You are waiting for someone outside the team.
Solved	Answered. The customer can reopen it by replying.
Closed	Finished. It can no longer be changed.

How statuses change

You set the status when you submit an update with Submit as. Some changes happen by themselves:

• Assigning a New ticket opens it.
• A customer reply reopens a Pending or Solved ticket. On-hold tickets stay on hold.
• Solving needs an assignee.
• Only rules close tickets. New workspaces come with the automation Close ticket 4 days after it is solved.
• A reply to a closed ticket creates a follow-up.

New workspaces also have automations that remind the customer of a pending ticket after 24 hours, and solve pending tickets after 5 days without a response. Admins can change or turn them off under Admin Center, Business rules, Automations.

Custom statuses

On Growth plans and up, admins can add custom statuses inside each category, for example “Waiting for warehouse” under On-hold. Views, rules, SLAs and reports still see the category. See Create custom ticket statuses.

What customers see

In the help centre, statuses have friendly names: Pending shows as Awaiting your reply, and New shows as Open.

Related

• Reply to a customer or add an internal note
• Create a follow-up for a closed ticket
• Automations