Status 

When should you use this status?

Examples

Active 

Tickets requiring Support attention and action now

• Customer ask a new question 
• Tickets that customers have replied to
• Tickets that have been transferred from another department or colleague

Pending 

Tickets where you need more info from the customer to help them further

• Customer did not provide examples needed to investigate the issue 
• The request/issue is unclear

On-Hold 

Tickets where you are waiting for input from another party in order to answer the customer

• Escalations to third parties
• Issues that are being looked at by another team

Resolve 

Tickets where the issue has been solved or the question has been answered completely

• Tickets that have no outstanding issues or questions

Blocked 

Tickets currently being investigated internally that need more time to resolve

• Agent needs help from team members to answer a query