A quick overview of each ticket status and examples
Written By Mikel from Gorelo
Last updated 3 months ago
New
This status is automatically applied to newly created tickets, whether submitted via email, portal, or manually. It indicates that the ticket has just entered the system and is under initial review or triage. E.g. a ticket created via email and triage is taking place through public comments will have the New status.
A ticket cannot be manually changed to the New status
Open
This status indicates that the ticket is actively being worked on. The ticket has been assigned to a user, and initial work has begun to address the issue. E.g. once an user picks up a ticket and starts investigating or responding, it moves to Open.
On Hold
This status shows that work on the ticket has temporarily stopped due to external reasons. It’s useful for situations where you're waiting on additional information or actions that are out of your control. E.g. you might set a ticket to On Hold while waiting for a client to return from vacation or for parts to be delivered. Users can provide a reason when changing a ticket to On Hold.
Solved
This status indicates that the main request or issue has been resolved. However, there may still be tasks remaining, such as following up with the client for confirmation, logging time entries, or documenting the solution for future reference. E.g a printer issue has been fixed, but you're waiting to hear back from the client for confirmation.
Closed
This is the final status, meaning that all tasks related to the ticket have been fully completed, and no further action is required. Once a ticket is marked Closed, it moves out of your active ticket queue and into the Approve & Invoice queue for billing.