https://sierramadreresearch.zendesk.com/hc/en-us/articles/4404003640731-Ticket-Status
There are four standard statuses you can apply to a ticket:
- New indicates that no action has been taken on the ticket. Once a New ticket's status has been changed, it can never be set back to New.
- Open indicates a ticket has been assigned to an agent and is in progress. It is waiting for action by the agent. You can view all open tickets using the Open tickets view.
- Pending indicates the agent is waiting for more information from the requester. You can view all pending tickets using the Pending tickets view. When the requester responds, and a new comment is added, the ticket status is automatically reset to Open.
- Solved indicates the agent has submitted a solution.
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