Ticket Statuses Explained

Ticket statuses help you track where each conversation is in your support workflow. Understanding statuses ensures tickets don't fall through the cracks and customers get timely responses.

Available Statuses

Support Station provides five ticket statuses:

Status	Purpose	Customer Sees
Open	Needs attention from your team	"Open"
Pending	Waiting for customer response	"Pending"
On Hold	Paused for internal reasons	"On Hold"
Resolved	Issue addressed, awaiting confirmation	"Resolved"
Closed	Complete, no action needed	"Closed"

Status Details

Open

A ticket is Open when it needs attention from your support team. This is the default status for new tickets.

Use Open when:

A new ticket arrives
You've received a customer reply and need to respond
A ticket was reopened by the customer

Your goal: Respond as quickly as possible and move to another status.

Pending

A ticket is Pending when you're waiting for the customer to respond.

Use Pending when:

You've asked the customer a question
You've requested more information
You're waiting for the customer to try your solution

Note: If a customer replies to a Pending ticket, it automatically moves back to Open.

On Hold

A ticket is On Hold when work is paused for internal reasons.

Use On Hold when:

You're waiting for a bug fix from engineering
You need information from another department
The issue is blocked by an external dependency

Tip: Add an internal note explaining why the ticket is on hold so teammates understand the context.

Resolved

A ticket is Resolved when you believe the issue is fixed.

Use Resolved when:

You've answered the customer's question
You've fixed their problem
They've confirmed the solution worked

Note: Customers can reopen Resolved tickets by replying, which moves the status back to Open.

Closed

A ticket is Closed when it's fully complete with no further action needed.

Use Closed when:

The customer confirmed resolution
Sufficient time has passed after resolution
The ticket was spam or a duplicate

Note: Closed tickets don't reopen automatically. If a customer replies to a closed ticket, a new ticket may be created (depending on your settings).

Changing Status

From the Ticket View

Open the ticket
Click the status dropdown in the header
Select the new status

After Sending a Reply

When you send a reply, you can choose what status to set:

Keep current status
Change to Pending (if waiting for customer)
Change to Resolved (if issue is fixed)

Keyboard Shortcuts

Use keyboard shortcuts for faster status changes:

S - Open status menu
Navigate with arrow keys
Enter to select

Status Workflow Best Practices

Typical Flow

New Ticket → Open → Pending → Open → Resolved → Closed
                      ↑          ↑
                      └──────────┘
                   (customer replies)

Keep Tickets Moving

Respond quickly to Open tickets - This is your primary metric
Use Pending correctly - Only when actually waiting on the customer
Don't leave tickets On Hold indefinitely - Set reminders to follow up
Resolve proactively - Don't wait forever for confirmation

Avoid Common Mistakes

Don't use On Hold for Pending situations - On Hold is for internal blocks, not customer waits
Don't skip to Closed - Use Resolved first so customers can reopen if needed
Don't leave tickets Open after responding - Change to Pending if you're waiting

Viewing by Status

Filter your ticket list by status to focus on what needs attention:

Go to Tickets
Click the Status filter
Select one or more statuses

Suggested views:

Open - Your active work queue
Pending - Check for stale tickets that may need follow-up
On Hold - Review blocked items regularly
Resolved - Ready to close after confirmation period