What are the different ticket statuses?

A ticket can be set to one of the following statuses by an agent:

  • New: 
    • The ticket has just been created.  This is the default status for all newly created tickets
  • In progress: 
    • There is ongoing work on the ticket.
  • On hold: 
    • The ticket is waiting for an event to happen. No work is being done.
  • Information requested: 
    • The agent needs more information in order to proceed working on the ticket.
  • Solution offered: 
    • The agent has proposed an answer or solution to the ticket submitter's request. If the user or ticket creator adds an additional response to the ticket, the status will be changed to "in progress" (if there is a Mojo bot configured to change the status when a response is added).
  • Closed: 
    • The ticket is closed and no more work on this ticket is required. The ticket is locked and neither the ticket requester or an agent can add any additional message or response unless the agent reopens the ticket in the agent portal.

Additionally, the above ticket statuses can be categorized into one of two groups: Open and Resolved.

Open Tickets

Tickets in the following statuses are considered open and are visible in the "My Assignments" and “Open Tickets” list.

  • New
  • In progress
  • Information requested
  • On hold

Resolved Tickets

Tickets in the following status are considered resolved, and do not require the agent's attention. They are not visible in the "My Assignments" and “Open Tickets” list.

  • Solution offered
  • Closed

Why should agents use the "solution offered" status instead of "closed"?

As a best practice, agents should set a ticket’s status to "solution offered" when providing a response. This allows the requester to reply or add comments if they need further clarification. While an agent may believe they have resolved the issue, the requester should have the final say in whether their question was fully answered.

Setting a ticket to "closed" immediately ends the conversation—similar to hanging up a phone call. If the requester still needs help, they would have to open a new ticket, creating unnecessary friction.

To streamline this process, we recommend using a Mojo bot to automatically change a ticket from "solution offered" to "closed" after a set period of inactivity. This removes the need for agents to manually close tickets while ensuring requesters have time to respond.

If the requester is satisfied with the solution, they can manually close the ticket from the Help Center.

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