What do the different ticket statuses mean?

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.