Frequently Asked Question

Open

• A ticket marked as open indicates that it is active and awaiting action.
• This is usually the default status when a new issue is submitted.
• It means the support team has not yet started working on the request or is in the process of doing so.

For example, in the email from user1 to user2, the ticket was acknowledged and marked for review by the technology team, which implies it was in an open or active state

Resolved

• A ticket is marked as resolved when the support team believes the issue has been addressed and a solution has been provided.
• However, the ticket can still be reopened if the customer indicates that the issue persists or was not satisfactorily resolved.
• This status is often used as a transitional phase before final closure.

Resolved tickets may still be reopened by the customer if they respond or indicate dissatisfaction

Closed

• A ticket is closed when it is considered fully completed, and no further action is expected.
• In many systems, once a ticket is closed, it cannot be reopened, or it requires a new ticket to be created.
• This status is typically set after a resolution has been confirmed by the customer or after a certain period of inactivity.

Summary Table

Let me know if you'd like help customizing these statuses for your own support workflow or if you want to explore how your team currently uses them.