Ticket Statuses

In Zendesk, ticket statuses help track the progress of a support request through its lifecycle. Each status indicates what action is needed (or not needed) from agents or end users.

UMG Ticket Statuses in Zendesk:

• New
  • A brand new ticket that hasn't been opened or assigned yet.
  • No one has responded or worked on it.
  • Usually assigned automatically from incoming channels (e.g. email, web form).
     
• Open
  • The ticket has been assigned to an agent.
  • Work may be in progress.
  • Indicates that the agent needs to take action or respond.
  • User has authenticated themselves through GRP/Bridge. 
     
• Pending
  • The agent is waiting for more information from the requester (the customer).
  • This shifts responsibility to the end user.
  • Often used when you’ve asked the customer a question.
     
• On-hold
  • The agent is waiting on a third party (e.g., vendor, another team).
  • Not visible to the customer.
  • Used to internally pause the workflow without affecting customer perception.
     
• Solved
  • The agent considers the issue resolved.
  • The ticket is still visible to the end user, who can reopen it by replying.
  • Automatically moves to Closed after a period of time (configurable).
     
• Closed
  • Final state; no further updates can be made.
  • The ticket cannot be reopened.
  • Only the system or automation can change the status to Closed (not agents manually).

Status Workflow Example:

Statuses are used in Views, Triggers, and Automations to define workflows.

Below is a workflow example of statuses being used on a ticket. 

• New ➜ Open ➜ Pending/On-Hold ➜ Solved ➜ Closed

For additional information on ticket statuses, please review the following Zendesk Help support article: About the ticket lifecycle and ticket statuses.