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.