Tickets and statuses
The twelve statuses, what each one means, and why the product refuses some of the moves between them.
The statuses
| Status | What it means |
|---|---|
| new | Arrived, nobody has looked at it yet. |
| open | Looked at, not yet assigned to a person. |
| assigned | Somebody owns it. |
| in_progress | Being worked on right now. |
| pending_requester | Waiting for the person who raised it. The SLA clock pauses. |
| pending_vendor | Waiting for a third party. The clock keeps running. |
| pending_approval | Waiting for an approver. |
| resolved | Fixed, waiting for the requester to confirm. Can be reopened for seven days. |
| closed | Done. |
| reopened | Resolved, then came back within seven days. |
| cancelled | Not going to be done, and everyone knows why. |
| archived | Out of the working queue, still searchable. |
Why some moves are refused
A state machine validates every transition. You cannot go from new straight to closed, because a ticket nobody worked on being closed is either a mistake or a process you should be honest about.
The status list on a ticket only offers the moves allowed from where it is. If the restriction is wrong for your desk, tell us which one — we would rather fix the map than have people work around it.
Waiting on the requester pauses the clock
pending_requester pauses the resolution clock and it resumes when the ticket moves on. The other pending statuses do not pause it: waiting on a vendor or an approver is still your desk's time. Every ticket's SLA card shows each deadline and whether it is running, paused, met or missed.
Notes versus replies
An internal note is never sent and never visible to the requester; a reply is. They are visually distinct in the conversation, and the reply box tells you which one you are about to write. Getting this wrong is the classic helpdesk accident.
Closing resolved tickets
A resolved ticket stays resolved until someone closes it; the requester or the desk can reopen it within seven days. If you want tickets closed on a schedule, an automation rule on ticket.resolved can notify whoever does it.