A ticket can go through various phases throughout its lifecycle. Typically when a ticket first comes in, its status is New. Once an agent answers the ticket, its status is changed to answered. If a customer replies back to the same ticket, its status is changed to Open. After that, an agent can either answer the ticket again (and same process continues) or simply resolve the ticket and the status will be changed to Resolved.
Optionally throughout the ticket lifecycle, ticket can be Postponed until later, Marked as Spam, Deleted or Purged.
All actions associated with ticket are marked with a timestamp in the ticket thread.Back to Glossary
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