Ticket status

Tickets can indicate their statuses through six different status markers: Pending, Active, Proactive, In Progress, Idle, and Closed.

Status	Description
Pending	A ticket that's yet to be assigned to an agent because all agents are busy or there are no available online agents. This is usually the first status a new ticket can have.
Active	A ticket that's been assigned to an agent and involves active interactions between an agent and a customer.
Proactive	A ticket that's created by an agent's message. An agent can initiate a conversation with a customer by sending them a message first. This is called a Proactive chat.
In Progress	A ticket that's yet to be closed for some reason. This can be used to keep track of tickets that aren't active, but aren't closed yet. Both agents and admins can change the ticket status to In Progress.
Idle	A customer hasn't responded back for a set amount of time since the agent's last response.
Closed	The conversation between the agent and the customer has ended.

Ticket journey

The status of a ticket may change as it flows along the journey below.

The following table shows status changes that may occur.

From	To	Because
Pending	Active	A ticket was assigned to an agent.
Active	In Progress	An agent changed the ticket status. When the ticket status changes to In Progress, the assignment of the agent will be canceled.
Active	Idle	A customer hasn't responded to the agent's message. An agent or an admin changed the ticket status manually. The ticket status has changed according to the system settings. * When the last message in the ticket was sent by a customer, an Active ticket can't be changed to Idle.
Active	Closed	An issue has been addressed and the admin closed the ticket after confirming with the customer. * An agent can close tickets created through social media accounts.
Active	Pending	An agent changed their status to Away or Offline after ticket assignment.
In Progress	Active	An admin assigned the ticket to an online agent. The last assignee was online when a customer sent another message to an In Progress ticket or if the last assignee is offline, the system will automatically assign the ticket to the new agent.
In Progress	Pending	The ticket status has changed according to the system settings. A customer sent a message when the last assignee was offline. However, the Pending status lasts less than a second that you won’t actually see this status on the ticket. In a less than a second, Pending will change to Active, therefore you’ll only see the Active status on the ticket.
Idle	In Progress	An agent changed the ticket status.
Idle	Active	A customer sent a response message.
Idle	Closed	An agent or an admin closed the ticket. The ticket status has changed according to the system settings.
Proactive	Active	A customer sent a response message.
Closed	Pending	An admin reopened the ticket but the last assignee was offline.
Closed	Active	An admin reopened the ticket and the last assignee was online. The last assignee reopened the ticket when they were online.

Note: We also support a functionality to reopen tickets by changing their status from Closed to Pending or Active. A reopened ticket is automatically assigned to an available agent or the last assignee if they're online.

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Ticket journey