Understanding Ticket Statuses

The ticket status is one of the most important ticket fields in HIPPO as it helps you define your core support process for your team. It helps you manage the lifecycle of a ticket from the time it gets created in your system, to the point where it gets closed by one of your agents.

By default, every ticket in HIPPO can have one of 4 statuses: New, Open, Pending, and Closed.

What are the default ticket statuses and what do they mean?

New: This is the default status of a ticket when it is created via the Ticketing dashboard or HIPPO widget or BOT. And, they are probably the ones that immediately need your support team’s attention. Whenever a new ticket is created it will reflect in the “Active” and “Unassigned” tab of the “Tickets” section of your ticketing dashboard.

Open  – The tickets with “Open” status come under this tab. Open tickets when assigned will reflect in the “Active” and “Assigned” tab of the “Tickets” section of your ticketing dashboard.

Pending – A ticket can be moved into “Pending” when an agent has replied to a ticket and is waiting to get more information from a customer. Sometimes, it can also be used with tickets that are on hold because of any third-party constraints that cannot be controlled by the support teams.

Closed – A ticket gets “Closed” when a requester acknowledges that his issue has indeed been resolved.

Default ticket statuses cannot be deleted.