A ticket status are designed to show you were in the chain is the ticket currently at. We refer to these as ticket statuses. There are four main types of statuses
Open Tickets
Open Tickets are tickets that need the most attention and are currently being addressed. Many time especially when a ticket is newly created you will notice that there are no Agents assigned to Open Tickets. The most basic reason this could be is that the ticket is brand new and no one has accepted the ticket yet.
Pending Tickets
Pending Tickets are tickets that are waiting on something to be completed before you can re-address the issue.
This can range from things like
There can be many reasons why a ticket will be marked as Pending, but it usually involves a period of waiting for something else.
Solved Tickets
A Solved Ticket is a ticket where the issue related to the ticket has been taken care of and no longer needs attention. Once you have completed the task of the ticket mark it as "Solved"
Closed Tickets
A closed ticket which can only be Closed by a Ticket Rule are tickets that have expired and no longer need to be marked as Solved.
What's the is the difference between a Solved Ticket and a Closed Ticket?
While both statements can actually mean the same the main difference between the two is a solved ticket can be re-opened, a closed ticket cannot. As we mentioned the only way to close a ticket is through Ticket Rules in which you can set a certain amount of days after which a ticket has been marked as solved and no activity has been made to that ticket that it can be marked as "Closed"
When you created an account with us we already included that Ticket Rule for you and set it for 30 days after it is solved that it will be closed.
A ticket status are designed to show you were in the chain is the ticket currently at. We refer to these as ticket statuses. There are four main types of statuses
Open Tickets
Open Tickets are tickets that need the most attention and are currently being addressed. Many time especially when a ticket is newly created you will notice that there are no Agents assigned to Open Tickets. The most basic reason this could be is that the ticket is brand new and no one has accepted the ticket yet.
Pending Tickets
Pending Tickets are tickets that are waiting on something to be completed before you can re-address the issue.
This can range from things like
There can be many reasons why a ticket will be marked as Pending, but it usually involves a period of waiting for something else.
Solved Tickets
A Solved Ticket is a ticket where the issue related to the ticket has been taken care of and no longer needs attention. Once you have completed the task of the ticket mark it as "Solved"
Closed Tickets
A closed ticket which can only be Closed by a Ticket Rule are tickets that have expired and no longer need to be marked as Solved.
What's the is the difference between a Solved Ticket and a Closed Ticket?
While both statements can actually mean the same the main difference between the two is a solved ticket can be re-opened, a closed ticket cannot. As we mentioned the only way to close a ticket is through Ticket Rules in which you can set a certain amount of days after which a ticket has been marked as solved and no activity has been made to that ticket that it can be marked as "Closed"
When you created an account with us we already included that Ticket Rule for you and set it for 30 days after it is solved that it will be closed.