Ticket statuses and when to use each

Statuses keep the shared inbox honest about what still needs attention.

• New: nobody has replied yet. This is your queue.
• In progress: an agent is actively working on it.
• Pending: you replied and are waiting for the customer.
• On hold: blocked by something internal, such as a fix or a supplier.
• Closed: resolved. If CSAT is enabled, closing sends the satisfaction survey.

A closed ticket reopens automatically when the customer replies, so nothing gets lost. Use the status filter above the list to focus on one bucket at a time, and combine it with the assignee filter to see only your own work.