When you process a complaint to any customer service office, the ticket generated is by default an open ticket. An open ticket basically suggests that an issue registered by a customer has not been solved yet.
An open ticket is a ticket that has been generated by the system and has not yet been resolved by customer service.
The ticket should be opened for a maximum of three to five days before it goes to the closed state. The end user can then re-establish contact on the same ticket.
You can find a list of open tickets in LiveAgent in the panel along with a list of all tickets.
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