The differences between Open, Pending, and Closed tickets

The instructions below are for desktops and laptops only.

Marking a ticket Open, Pending, or Closed helps your team prioritize and manage follow-up. These simple statuses show which tickets need attention now, which are being handled, and which are resolved, so you don’t waste time scrolling through every conversation.

Open

A ticket marked Open requires attention and follow-up. It signals that the ticket has not yet been addressed or needs a new response. Tickets created from a chat, an offline message, or created manually will default to Open until an agent addresses them.

Pending

When an agent replies to an Open ticket, the system marks it Pending automatically to indicate it’s been addressed but not yet resolved. Monitor Pending tickets for updates. If the visitor replies, the ticket will flip back to Open so you can continue the conversation.

Closed

Closed means the ticket has been resolved. Use Closed for completed issues or confirmed spam. You can reopen a closed ticket by changing its status back to Open if needed.

Note:

Tickets are never automatically marked as Closed. However, if a customer or agent replies to a ticket that is Closed or Pending, the ticket automatically changes to Open. This ensures active conversations always stay visible for follow-up.

2. Select the correct property.

3. Click Inbox in the top menu.

4. In the left menu, click Tickets to view all tickets for the current property.

5. You can use the drop-down at the top of the Status column to filter by Open, Pending, or Closed.

Change status while sending a reply

1. Open the ticket you want to update.

2. Draft your reply in the ticket message field.

3. Click the arrow beside Send and select:

4. Send the message — the ticket status will update with the selected state. 

Change status without replying

1. Open the ticket you want to update.

2. On the right side of the ticket view, open the status drop-down.

3. Select Open, Pending, or Closed — the status updates immediately. This is useful to close completed tickets or re-open conversations without sending a message.

• How tickets are created
  Tickets can be created during a live chat, from a previous chat, from a contact profile, or from an offline message (if you use a Pre-Chat Form). See this guide to learn more: Creating and responding to tickets
  
  

• Use status filters to work smarter
  Filter by status to surface the conversations that need immediate work (Open), those you’ve already replied to (Pending), or those finished (Closed). This saves time and helps maintain response SLAs.
  
  

• Team conventions
  Agree on your team’s meaning for Pending vs Closed (for example, Pending = waiting on customer, Closed = resolved). Consistent use prevents confusion.
  
  

• Automation & integrations
  If you use automations or external integrations that create or update tickets, make sure they set statuses in a way that matches your team workflows.

Creating and responding to tickets

How to create a ticket

Responding to offline messages via Ticketing

Getting started with the Inbox

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