Ticket statuses and when to use each

Ticket statuses serve as the foundation of your shared inbox, providing complete transparency so your team always knows which customer conversations require immediate action.

New: Unhandled conversations where no team member has responded yet. This acts as your primary incoming queue. In progress: Assigned tickets actively being handled by a customer support agent.

Pending: Conversations where your team has replied and is currently awaiting additional input or clarification from the customer. On hold: Tickets temporarily blocked by internal dependencies, such as an engineering bug fix, third-party supplier update, or technical review.

Closed: Successfully resolved issues. If customer satisfaction tracking is turned on, marking a conversation as closed automatically triggers your CSAT survey.

You never have to worry about missing follow-ups: if a customer replies to a closed conversation, the system automatically reopens the ticket and restores it to your active workspace queue.

To manage your workload efficiently, use the status dropdown filter located above the ticket list to narrow your view down to a single status bucket. You can also combine the status filter with the assignee filter to instantly isolate your personal queue and view only the work assigned to you.