Understanding Ticket Status
Ticket status indicates where a conversation is in its lifecycle. Properly managing status helps your team prioritize work and provides accurate reporting.
Default Status Types
Open
Tickets requiring action from your support team. This is the default status for new tickets.
SLA Timer
Active
Appears In
Agent Queue
Customer Replies
Stay Open
Pending
Waiting for information from the customer or an external party.
SLA Timer
Paused
Appears In
Pending View
Customer Replies
→ Open
Resolved
The issue has been addressed. Customer can still reply to reopen.
SLA Timer
Stopped
CSAT Survey
Sent
Customer Replies
→ Open
Closed
Final status. Customer replies create a new linked ticket.
SLA Timer
N/A
Archived
Yes
Customer Replies
New Ticket
Custom Statuses
Create custom statuses to match your workflow at Settings → Ticket Configuration → Statuses.
For each custom status, configure:
Status Name
e.g., "Waiting on Engineering"
Status Type
Open (active) or Pending (paused)
Color
For visual identification
SLA Behavior
Whether this status pauses timers
Best Practices
- • Train agents to use Pending status to keep SLA metrics accurate
- • Set up automation for status transitions on common scenarios
- • Review Pending tickets regularly — nothing should be stuck
- • Use custom statuses sparingly to avoid confusion