Ticket statuses

A ticket moves through the following statuses:

• New – The status of every newly created ticket.
• In Progress
• Waiting for Client – Pauses the SLA timer while you wait on a response.
• Response Received
• On Hold
• Solved – Automatically closes 2 days after being set, unless updated. For more information, see Default settings.
• Closed
• Reopened – The only status that a Closed ticket can move to.

Statuses and their valid transitions are provisioned automatically, and displayed as read-only.