Learn what each ticket status represents and when to use it.
Ticket Statuses Explained
Tickets in Engage can have different statuses to help teams manage them efficiently.
1. Open
- The ticket is new and requires action.
2. In Progress
- An agent has started working on the ticket.
3. Pending
- The agent is waiting for a response from the customer.
- The agent is waiting for internal feedback
4. Reassigned
- The ticket has been transferred to another agent or has been reassigned to the agent who last worked on it..
5. Closed
- The issue has been resolved, and no further action is needed.
- Closed tickets only reopen if the customer replies.
6. Muted
- The ticket has been silenced and will not reappear unless a higher-priority message is received.
How to Change a Ticket’s Status
- Select the ticket status dropdown at the top of the ticket view.
- Choose the relevant status.
- If reassigning, select the agent or team to receive the ticket.