We know the Ticket Status of tickets in Zendesk Support can be a little tricky to understand. As they play a vital role in your workflows, it's incredibly important you understand the status you use to work efficiently in Zendesk Support.
|⬤ New||New tickets with no previous action. Once the Ticket Status is changed, it can't be set back to New.|
|⬤ Open||Tickets that are currently handled by the Agents in Zendesk. It's waiting for the action by an agent.|
|⬤ Pending||Waiting for the reply from a Requester or involved third-party on behalf of the Requester. When the Requester responds to a Ticket, the status is automatically set to Open.|
|⬤ On-Hold||Waiting for the reply or action from a third-party. It's similar to the Pending status and indicates you can't proceed at the moment. The status can indicate you are, for example, waiting for a delivery courier or supplier, but can also just mean you want to park the Ticket to proceed on a later moment.|
|⬤ Solved||Ticket is solved, and the agent submitted a solution to the Requester. When the Requester responds to the Ticket, the Status will be changed to Open.|
|⬤ Closed||The ticket is closed and can't manually be changed again. When the Requester responds to the Ticket a Follow-up Ticket will be created.|
The On-Hold status is not enabled by default. This can be done in the following place:
- Go to Admin Centre > Objects and rules > Fields.
- Select the Ticket field Status.
- At the bottom, under Field values, you can enable the status On-Hold.