Ticket Statuses

Every ticket has a status that reflects where it is in the support workflow.

Default statuses

Status	Description
Open	New ticket awaiting agent attention
Pending	Waiting on the customer for more information
Resolved	Issue has been addressed
Closed	Ticket is finalized and archived

Custom statuses

You can add custom statuses in Settings > Ticket Statuses to match your team’s workflow (e.g., “Escalated”, “On Hold”).