Understanding the ticket Status

When you travel by plane, the Flight Status Display is one of the first things you check when you get to the airport. It provides useful information like the flight status, gate and boarding times.  Similarly the ticket status lets our users track the progress of their ticket. For teams that have active SLA policies, not utilizing the ticket status properly could result in SLA violations. We have five tickets statuses available in Zendesk, four are available to agents and the fifth (Closed) is a system automation not available to agents that closes solved tickets after 15 days.

New: A new ticket has been created. The ticket is unassigned and no action has taken place on the ticket. [SLA clock is running]

Open: Ticket has been assigned to an agent. Action is required by the agent. [SLA clock is running]

Pending: The agent needs and requested additional information or action from the requester. A public comment to the requester is necessary when changing the status to Pending. [SLA clock is paused]. Note: the status automatically changes to Open when the requested replies back.

On-hold: The agent needs and requested additional information or action from a third party or another group. A public comment to the requester is necessary when changing the status to On-hold.              [SLA clock is paused].

Solved: The Agent has solved the ticket. [SLA clock is stopped]. The requester can re-open a solved ticket by responding back to the ticket. A requester response back to the ticket resets the ticket status to Open. The system automatically changes the ticket status to Closed after 15 days.

Closed: Ticket cannot be updated or reopened. A new follow-up ticket gets created when a requester replies back to a closed ticket.