- Whenever a ticket is logged, the status of ticket is “New”
- When the ticket is assigned to an Agent for investigation / resolution, the status changes to “Open”
- When a response is sent on the ticket, the response could be a resolution or asking for more information from the client, the status of the ticket changes to “Pending”
- Once the issue is fixed and is verified by the client, they can ask us to change the status to “Solved”
- “Solved” Tickets are automatically closed after 15 days and the status changes to “Closed”; The customer can “Open” the ticket if the status is “Solved” however they need to create a follow up ticket if the ticket status changes to “Closed” (For more details refer Duplication and Re-opening Tickets)
Status of a Ticket