A ticket's status says where the work stands. It decides which tickets you see by default, whether you can reply, and whether SLA clocks keep running. You change it from the Status pill in the conversation toolbar.

The five statuses

Status	Meaning
Open	Active work. The ticket is waiting on you or your team.
Pending	Waiting on the customer. The menu labels it "waiting on customer".
Snoozed	Set aside until a time you choose, or until the customer writes again.
Resolved	The work is done. Resolving unassigns the ticket.
Closed	Finished. Like Resolved, it locks the composer until the ticket is reopened.

Open and Pending tickets count as the active backlog in reports. Resolved and Closed are end states.

Change a status

The Status menu changes a conversation to Open, Pending, Resolved or Closed, or snoozes it.

1. 1Open
2. 2Pending
3. 3Resolved
4. 4Closed

1. Open the conversation and select the Status pill, which shows the current status.

2. Choose Open, Pending, Resolved or Closed.

You can do the same without the mouse: Alt + E resolves the open conversation, and Ctrl + Alt + E (⌘ + Alt + E on a Mac) resolves it and moves to the next one. Right-click a ticket in the list to mark it pending, resolve or reopen it from there. See Keyboard shortcuts.

Snooze a ticket

Open the Status menu and choose one of the Snooze options:

Under Snooze in the Status menu: until the next reply, for an hour, or until tomorrow.

1. 1Until next reply
2. 2For an hour
3. 3Until tomorrow

• Until next reply — the ticket comes back when the customer writes again.
• For an hour
• Until tomorrow — until 09:00 the next day, in your browser's time zone.

A snoozed ticket shows Snoozed · wakes with a time. Select Unsnooze beside it to make it Open again straight away. Alt + M snoozes the open conversation until the next reply.

What a status changes

• SLA clocks. Snoozing always pauses a ticket's SLA clocks. Pending pauses them only when the SLA policy has Pause while pending on. See SLA policies.
• Assignment. Resolving a ticket takes the assignee off it. The ticket is then outside Mine.
• Replying. On a Resolved or Closed ticket the composer shows "This conversation is resolved. Reopen it to reply." and a Reopen button.
• Unattended. An Open or Pending ticket with no first reply yet counts as needing a first response; see Search and filter conversations.

Reopening

There are three ways a finished ticket comes back:

1. You select Reopen in the composer. If you hold the assign permission, the ticket is assigned back to you; otherwise it stays unassigned. Choosing Open from the Status menu also reopens it, but doesn't assign it to you.
2. The customer writes again inside the reopen window. The same ticket reopens and the conversation shows Reopened.
3. After the window, the customer's message starts a new ticket instead.

Your admin sets the reopen window; see Auto-resolve and the reopen window.

Not every change is allowed

Some status changes aren't allowed from some states. When that happens you see "That change isn't allowed from the current state." and nothing changes. Refresh the ticket and check its current status.

Other things that change a status

• Auto-resolve can resolve conversations that have gone quiet, on a schedule your admin sets.
• Macros and automation rules can set a status. A macro can set Open, Pending, Snoozed or Resolved.
• Bulk actions can resolve or reopen up to 100 tickets at once. See Bulk actions.

Search and filter conversationsFilter the list by one or more statuses.Auto-resolve and the reopen windowHow quiet conversations close and when they come back.