A ticket is a container for a conversation with the customer about one dedicated topic/issue.
In default setup Zammad has the following ticket states:
- new
- Ticket has been created by a customer, no agent has sent out a response to the customer yet
- If an agent replies to the customer, the ticket will change its state to "open" automatically
- open
- Ticket is open, an agent needs to work on it (e. g. close it or set a pending reminder state to let others know that somebody is working later on it)
- pending reminder
- Tickets which will "sleep" (no further action/attention needed right now) till pending date is reached
- Tickets will not escalate (in case of escalation, escalation is suspended)
- The time where the ticket is in pending reminder is not counted for escalation
- pending close
- Tickets which will "sleep" (no further action/attention needed right now) till pending date is reached
- Tickets will not escalate (in case of escalation, escalation is suspended)
- The time where the ticket is in pending close is not counted for escalation
- After pending time is reached, the ticket will be closed by Zammad automatically
- closed
- Ticket has been solved/finished, no further action/attention needed
Almost anywhere a ticket is being shown you will see a colored circle. The color tells you if the ticket needs attention:
- Orange
- Ticket has been created, somebody needs to work on it
- Pending reminder of ticket has been reached, somebody needs to work on it
- Red
- Ticket is escalated, somebody needs to work immediately on this ticket to cancel escalaction state (e. g. needs to send out a customer response or set the ticket to pending reminder until somebody can solve the ticket)
- Green
- Ticket is closed, no further action/attention needed
- Dark gray
- Pending reminder or pending close has been set but not yet reached, no further action/attention needed right now