Managing tickets
Open, pending, resolved, and closed — and who owns the next reply.
Customers submit tickets from your contact form when tickets are enabled. Your team can also create customer or internal requests in Desk. Each ticket stays in this help center only.
- Open — waiting for your team (new requests, or after a customer replies).
- Pending — you replied and are waiting on the customer.
- Resolved — the request is handled.
- Closed — finished and no longer active.
Use Needs attention, due dates, and reminders so work doesn’t sit quietly. You can rename status labels or add statuses under Settings → Support.
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