By default, your ticket can have four different statuses - Open, Pending, Resolved and Closed. They represent what’s currently happening with your ticket. Based on the status, you will have to pay different levels of attention to the ticket and help out the customer support agents in any way you can so that the issue gets resolved.

  • Open - means that you have submitted your ticket and are awaiting response from the customer support team. This is the default status of a new ticket when it gets generated.

  • Pending - means that the agent has asked you for more information and is holding on you before proceeding further. The timers get stopped when the status of the ticket is marked Pending and it changes back to Open when you respond.

  • Resolved - means that your issue has been taken care of by the agent and he is waiting for you to acknowledge it. If you are satisfied, you can choose to close the ticket. If not, you can continue the conversation until you get a more specific answer.

  • Closed - means that you have successfully acknowledged the issue's resolution. Even after it’s closed, you can always respond to the ticket again to reopen it.