Ticket statuses and what they mean
Every ticket has a status that tells your team where it stands at a glance. You can name statuses to fit your own workflow, and each one rolls up to a standard category so reporting and automation stay consistent.
The standard categories
| Category | What it means |
|---|---|
| New / Open | Needs your team’s attention. |
| Pending | Waiting on the customer to reply or take an action. |
| On hold | Parked for now — set aside without being resolved. |
| Solved | Resolved. If the customer writes back, the ticket reopens so nothing gets lost. |
| Closed | Finished and wrapped up. |
You can define your own status labels — such as Waiting on engineering or Escalated — and map each to one of these categories. Your custom label shows on the ticket; the category keeps everything else in sync.
Tickets held for review
A small number of tickets are held for review — set aside automatically when a message looks like spam or doesn’t pass a safety check — so they don’t clutter your team’s queue. Held tickets aren’t lost: you can review and restore any of them at any time.