Helpdesk · Daily operations · 7 min read

Change status, resolve and reopen a ticket

Move a ticket through its statuses, record how it was resolved, and understand closing and reopening.

Before you begin

You must be on the owning team. A collaborating team can work on a ticket but cannot resolve, close or cancel it. All open subtasks must be finished or cancelled before you resolve.

The statuses

New, Assigned, In Progress, Waiting Customer, Waiting Internal, Waiting Vendor, Pending Approval, Escalated, Transferred, Resolved, Closed, Cancelled and Reopened.

The stage rail at the top shows New > Assigned > In Progress > Waiting Customer > Resolved > Closed. Waiting and pending statuses sit on the Waiting Customer step.

Change the status

1. Open the ticket.
2. Click a step on the rail, or choose the Status on the General tab.
3. Press Save.

The History records the change with the old and new status.

Resolve a ticket

1. Open the Resolution section on the General tab.
2. Choose the Resolution Type: Fixed, Workaround, Replaced, No fault found, Duplicate or User error.
3. Write the Resolution Note.
4. Set the status to Resolved and press Save.

If no type is chosen: 'Say how it was resolved before resolving it.' If tasks are open: '1 subtask(s) are still open. Finish or cancel them first.'

What happens next

• The resolved time is set. Open escalations are closed. The SLA chip changes to Met or Missed.
• A resolved ticket is locked. You can still edit the resolution type and note.
• Replying to the requester sets the first-response time (once) and moves a New or Assigned ticket to In Progress.

Close and reopen

• Close is allowed only from Resolved: 'A ticket is resolved before it is closed.' Only the owning team may close.
• Reopen is allowed only from Resolved or Closed: 'Only a resolved or closed ticket can be reopened.' It clears the resolved and closed times and adds one to the reopen count. A closed ticket cannot go back to In Progress: 'Reopen the ticket first.'
• A ticket reopened a second time is escalated automatically with the type Repeated reopen and the reason 'Reopened 2 times.' Its level goes up.

Good to know

• Only the owning team resolves, closes or cancels: 'Only the owning team can resolve this ticket.' A collaborator sees: 'A collaborating team cannot resolve this ticket; the owning team does that.'
• Waiting Customer pauses the SLA clock if the policy says so. See The SLA clock.
• Escalated, Transferred and Pending Approval are normally set by the actions that cause them. Setting them by hand records no escalation or transfer.
• Cancel a duplicate with Merge instead. See Tasks, time, links and merge.