Statuses & Workflow
Understanding the ticket lifecycle from creation to closure
Every ticket moves through a series of statuses that reflect where it is in the resolution process. Statuses give your team a shared understanding of what needs attention and what has been handled.
The Five Statuses
| Status | Meaning |
|---|---|
| Open | New or unactioned. No agent has started working on this ticket yet. |
| In Progress | An agent is actively working on the issue. |
| Waiting on Client | Your team has responded and is waiting for the client to reply or provide information. |
| Resolved | A solution has been provided. The issue is considered handled but can be reopened if needed. |
| Closed | Fully done. No further action expected. |
Typical Flow
Most tickets follow a straightforward path:
- A ticket is created and starts as Open.
- An agent picks it up and changes the status to In Progress.
- The agent replies to the client. If a response is needed, the status moves to Waiting on Client.
- When the client replies, the ticket moves back to In Progress (or Open, depending on your workflow).
- Once the issue is resolved, the agent sets the status to Resolved.
- After a confirmation period (or immediately, if no follow-up is needed), the ticket is Closed.
Not every ticket follows this exact sequence. An agent might jump straight from Open to Resolved for a quick answer, or a ticket might bounce between In Progress and Waiting on Client several times.
Status Changes in the Activity Log
Every status change is recorded in the ticket's Activity tab with a timestamp and the name of the person who made the change. This gives you a complete audit trail of the ticket's journey.
Status filter tabs at the top of the ticket list show a live count of tickets in each status, so you can see at a glance where your workload sits.