The differences between Open, Pending, and Closed tickets

Marking a ticket as Open, Pending, or Closed can help you prioritize your tickets. It lets you see which ones were addressed and which need immediate attention, preventing needless scrolling and saving time. 

Open

A ticket marked as Open lets you know you’ll need to follow-up after a chat or respond to a missed message

Pending

As soon as you respond to an open ticket, your ticket will automatically be marked as Pending.

A ticket that is marked as Pending is one that has been addressed by an agent, but has not been resolved yet.

Closed

A Closed ticket is simply a ticket that has been addressed and resolved.