Ticket Statuses
When interacting with Zendesk tickets there are a variety of statuses you may encounter.
Here is a rundown of said statuses:
- New: When a ticket is created by a customer or generated automatically, it typically starts with the status "New." This status indicates that the ticket has been received and is awaiting a response or assignment to an agent.
- Open: Once work has begun on a ticket, it will be set to open. Tickets will also be reset to open whenever a previously solved ticket receives a response from the end-user. New and open tickets demand a response from a moderator ASAP.
- Pending: If a ticket requires further investigation or is waiting for information from the customer, you can change its status to "Pending." This status shows that the ticket is on hold until additional action or information is provided.
- On-hold: Sometimes, a ticket may need to be put on hold due to external factors, such as waiting for a third-party resolution or customer confirmation. The "On-hold" status indicates that the ticket is temporarily paused, but it will resume once the hold condition is resolved.
- Solved: When an agent has resolved a ticket and provided a solution to the customer, the ticket can be marked as "Solved." Solved tickets are reopened whenever a reply comes in from an end user.
- Closed: Closed tickets are archived and cannot be edited, but they will still appear in search and in analytics. Solved tickets are automatically marked as closed after they have been solved for more than a week or if they have not been edited within 30 days. To avoid this automation, you can mark the ticket as on-hold. If a follow-up is received from the same user, this will create a new ticket with the same requester.