Ticket StatusesΒΆ

A ticket has four statuses:

Open
Agent is working on it.
Pending
Agent is waiting for the requester to respond.
Resolved
The ticket has been resolved. A ticket’s status will be changed to “closed” after it has been resolved for 12 hours. The time interval is configurable through “Admin/Global Settings/General/Close ticket automatically”.
Closed

The ticket reaches its final state, and all its fields are read only.

Only users with admin role can close a ticket.

If a ticket’s state is Resolved, and the requester has not responded within a certain period of time, the ticket is closed automatically by system.

If a ticket is in a closed state then all its fields are read only. Only users with admin role and original requestor can reopen the ticket.