Working with tickets
What the ticket statuses mean
| Status | Use it when |
|---|---|
| Open | The ticket needs work from your team. |
| Pending | You're waiting on the customer. Time spent pending doesn't count toward an SLA resolution target. |
| On Hold | You're waiting on a third party, such as a supplier delivering a part. Time on hold doesn't count toward an SLA resolution target. If the customer writes in, the ticket reopens. |
| Solved | The issue is resolved. ZippTicket asks you to confirm, and can email the customer. |
| Closed | The ticket is finished. Solved tickets close automatically after the number of days set in Settings → General. |
The tabs above the ticket list (All open, Open, Pending, Solved, Closed) filter by status.
Watch the video guideCreate and work a ticketAbout 6 minutes · 17 steps