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Ticket Status Guide

Understanding ticket statuses helps you know exactly where your support request stands and what actions you might need to take. This guide explains each status and what it means for you.

Status Definitions​

🟢 Open​

Meaning: Your ticket is actively being worked on by a support agent.

What's Happening:

  • Agent is investigating your issue
  • Research is being conducted
  • Testing or troubleshooting is in progress
  • Solution is being developed

What You Should Do:

  • ✅ Monitor for updates
  • ✅ Be available for questions
  • ❌ Don't submit duplicate tickets
  • ❌ Don't expect immediate responses during complex investigations

🔵 Answered​

Meaning: The support agent has responded to your ticket and is waiting for your input.

What's Happening:

  • Agent has provided information, asked questions, or given instructions
  • Your response is needed to continue
  • Solution may have been provided for testing
  • Clarification or additional details requested

What You Should Do:

  • ✅ Read the response carefully
  • ✅ Test any solutions provided
  • ✅ Answer questions completely
  • ✅ Reply within 24-48 hours if possible
  • ❌ Don't just reply "thanks" without testing

Common Agent Requests:

  • "Please try this solution and let us know if it works"
  • "Can you provide a screenshot of the error?"
  • "What error message do you see exactly?"
  • "Does this affect other users as well?"

🟡 Pending​

Meaning: Your ticket requires your response or action before work can continue.

What's Happening:

  • Agent is waiting for information you need to provide
  • You may need to test something and report back
  • Additional details or clarification needed
  • Documentation or evidence requested

What You Should Do:

  • ✅ Respond as soon as possible
  • ✅ Provide complete information
  • ✅ Include screenshots if requested
  • ✅ Be specific about what you tested

Impact of Delays:

  • Resolution time is extended while waiting for your response
  • Agent may need to restart investigation if too much time passes

🔴 Closed​

Meaning: The support team believes your issue has been resolved.

What's Happening:

  • Solution was provided and tested
  • Issue was resolved to satisfaction
  • No further action planned by support team
  • Ticket is archived but remains accessible

What You Should Do:

  • ✅ Verify the solution still works
  • ✅ Keep the ticket number for future reference
  • ✅ Complete any feedback survey if sent
  • ❌ Don't create new tickets for the same issue

If Issue Persists:

  • Reply to the closed ticket to reopen it automatically
  • Explain what's still not working
  • Provide new error messages or symptoms

Special Statuses​

🟠 On Hold​

Meaning: Work is temporarily paused for external reasons.

Common Reasons:

  • Waiting for vendor/manufacturer support
  • Pending hardware delivery
  • Scheduled maintenance window required
  • Approval needed from management
  • Third-party service dependency

What You Should Do:

  • ✅ Wait for updates
  • ✅ Check for periodic status updates
  • ❌ Don't submit follow-up tickets

🟣 Escalated​

Meaning: Your ticket has been moved to a specialist or higher-level support.

Why This Happens:

  • Complex technical issue requiring expertise
  • Multi-system problem
  • Security or compliance considerations
  • Senior approval needed

What to Expect:

  • Longer resolution time but more thorough investigation
  • Possible contact from specialist
  • More detailed solution provided
  • Better long-term fix

Status Transitions​

Normal Flow​

Open → Answered → Open → Answered → Closed

With Complications​

Open → Pending → Answered → On Hold → Open → Escalated → Answered → Closed

Reopening​

Closed → (your reply) → Open → ... (process continues)

Notification Settings​

Email Notifications​

You receive emails when your ticket status changes:

  • Open → Answered: "Agent has responded to your ticket"
  • Any → Pending: "Your response is needed"
  • Any → On Hold: "Ticket placed on hold"
  • Any → Closed: "Your ticket has been resolved"

Dashboard Indicators​

In your helpdesk portal, tickets are color-coded:

  • 🟢 Green dot: Open (active)
  • 🔵 Blue dot: Answered (needs your attention)
  • 🟡 Yellow dot: Pending (urgent response needed)
  • 🔴 Red dot: Closed (resolved)

Best Practices by Status​

When Your Ticket is Open​

  • Be patient during investigation
  • Check email for updates
  • Gather additional information that might help
  • Document any changes in the problem

When Your Ticket is Answered​

  • Read thoroughly - don't skim responses
  • Test solutions completely before responding
  • Ask questions if instructions are unclear
  • Provide feedback on what worked/didn't work

When Your Ticket is Pending​

  • Respond quickly - delays affect everyone
  • Be thorough - provide all requested information
  • Include context - explain what you've tried
  • Upload files if evidence is needed

When Your Ticket is Closed​

  • Test the solution one more time
  • Save the ticket number for future reference
  • Document the solution for your team
  • Don't hesitate to reopen if issues persist

Troubleshooting Status Issues​

"Why is my ticket still Open after 3 days?"​

  • Complex issues take time to investigate properly
  • Agent may be researching or consulting specialists
  • Multiple systems might be involved
  • Check for any Answered status you might have missed

"I replied but status is still Pending"​

  • Email replies may take a few minutes to process
  • Log into portal to confirm your reply was received
  • Check if you answered all questions asked
  • Verify you replied to the right ticket

"My ticket was Closed but issue isn't fixed"​

  • Reply to the closed ticket (it will reopen automatically)
  • Explain specifically what's still not working
  • Provide new error messages or symptoms
  • Don't create a new ticket

"I can't find my ticket"​

  • Check all status categories in your dashboard
  • Search by ticket number or subject
  • Check if ticket was accidentally deleted
  • Contact administrator if still can't locate

Status History​

Every ticket maintains a complete history of status changes:

  • When each status change occurred
  • Who made the change (agent or system)
  • Why the change was made (if noted)
  • Duration in each status

This history helps both you and agents understand the ticket's journey and identify any bottlenecks or patterns.

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