Back to documentation hub
reference
Ticket lifecycle overview
Understand every state a ticket moves through and which automations apply.
6 min•operations•
operations
workflow
Status states
| Status | Description | Typical owner |
|---|---|---|
new | Intake queue, awaiting triage | Routing automations |
open | Working ticket assigned to agent | Assigned agent |
pending | Waiting on customer reply | Assigned agent |
on_hold | Blocked by external dependency | Team lead |
resolved | Answer delivered, awaiting auto-close | Agent or automation |
closed | Final state, immutable without reopen | System |
Transitions
new → open: triage automation assigns to queue/agent.open → pending: macro or agent marks pending while waiting on customer.pending → open: customer replies; SLA timer resumes.open → resolved: AI draft approved or macro sent.resolved → closed: auto-close rule or agent confirmation after X days.closed → open: customer reopen or manual override.
SLA impact
- Response timer runs in
newandopen. - Resolution timer pauses in
pendingandon_holdif configured. - Closed tickets preserve breach status for reporting.
Automations touchpoints
- Triggers run on status change (
ticket.status.updated). - Guardrails prevent infinite reopen loops by limiting reopen count.
- Feedback prompts fire when ticket moves to
resolvedorclosed.
Reporting tips
- Slice analytics by status duration to spot bottlenecks.
- Monitor reopen rate as a quality signal.
- Export resolution notes for coaching.
Knowing the lifecycle clarifies which teams own each step and where to invest in automation.
Need deeper implementation help?
Share your requirements and we’ll assemble a tailored rollout or security packet.