Here are the typical stages:
- When a request arrives in Zendesk it becomes a ticket and is automatically set to New.
- When an agent is assigned to the ticket, the ticket is automatically set to Open.
- If the agent has a follow up question for the customer, the agent will set the ticket to Pending, which means that they’re waiting for more information from the customer.
- If the agent is reliant upon a third-party to make progress, they can set the ticket to On-hold.
- When the agent resolves the issue, they will set the ticket to Solved.
Agents expect that when they set a ticket to solved the customer’s issue has been resolved and the conversation around that particular issue is over. After a certain number of days, the ticket will be automatically Closed and archived.