In most helpdesks, a ticket can have one of four statuses: Open, Pending, Resolved or Closed. When a ticket requires any action from you or your agents, it is marked as Open; which means every new ticket is marked Open by default. When your agents require additional information from the customer, instead of letting your SLA timers run on, they can mark the ticket as Pending and halt the timer until the status changes. Once you've provided a solution and have answered all questions, you can mark it as Resolved. And, finally, once the customer accepts the solution you've provided, they can Close the ticket from your support portal or your agents can Close the ticket for them.
Any time a customer responds to a ticket, its status will automatically be moved back to Open by the execution of the Ticket Update rule. That way, all the tickets that your support team needs to respond to will always be Open.
Resolved and Closed tickets
It's a good practice to request the customer to Close a Resolved ticket, because the solution that an agent provides may not actually solve the customer's problem. While reading helpdesk reports, the number of resolved tickets shows how many tickets have been solved according to the agent; and the number of closed tickets shows how many tickets have been solved according to the customer.
What are custom ticket statuses? (applicable for Blossom/Growth and above plans)
In a situation where you want to bring specific helpdesk workflows into your ticket statuses - for example, a ticket might need specific inputs from your third-party vendors - you might want to create a custom status such as 'Waiting on Third-Party'. You can create these additional ticket statuses by going to Admin > Workflows > Ticket Fields > Status.
With custom statuses, you can even choose what can is seen by agents or customers when they login to the support portal to check the ticket status. For example, you can display the ticket status as 'Waiting on Customer' for your agents, and 'Waiting for Your Response' to your customers - click here to learn more.
Updating incomplete required fields
When you attempt to close or resolve tickets without filling in the required fields, a message prompting you to fill in these fields will be displayed.
To see the tickets with incomplete required fields, click on the tickets that could not be closed. You can update the incomplete fields in each ticket and then close the ticket.