The differences between Open, Pending, and Closed tickets
Marking a ticket as Open, Pending, or Closed can help you prioritize your tickets. It lets you see which ones were addressed and which need immediate attention, preventing needless scrolling and saving time.
You can create a ticket either during a live chat or right from scratch.
Learn more about creating a ticket in this article: Creating and responding to tickets
To view your tickets, go to Messages and check the box labeled Tickets in the upper menu of the Dashboard.
Your tickets will be marked Open, Pending, or Closed. You can view all tickets created by agents or admins. The status for each is shown beside the ticket symbol.
Select the tickets you want to view in the drop-down menu at the top of the status column. Then, select Open, Pending, or Closed, as shown below:
How to manually change the status of a ticket
Ticketing allows you to respond to any offline or missed messages, providing your visitor has left their contact details. Anyone responding to customer messages via ticketing can change the status of a ticket when sending a message.
To do this, draft your message and click the arrow beside the Send button to choose the status of your ticket.
You can also change the status of your ticket without responding. For example, you may want to mark a message as spam or a ticket as closed without responding. You can do this by heading over to the right side of the page and changing the status via the drop-down menu, as seen below:
A ticket marked as Open lets you know you’ll need to follow-up after a chat or respond to a missed message, provided your visitor has left their contact details in a Pre-Chat Form.
Open tickets need immediate attention. When a ticket is marked Open, it needs to be addressed as soon as possible.
When creating a ticket from scratch, your ticket will automatically be marked as Open until it is addressed or marked as Closed.
As soon as you respond to an open ticket, your ticket will automatically be marked as Pending.
A ticket that is marked as Pending is one that has been addressed by an agent, but has not been resolved yet.
Pending tickets need to be monitored for updates or tagged as Closed as soon as they are resolved. However, when the visitor replies, the ticket status will automatically change to Open.
A Closed ticket is simply a ticket that has been addressed and resolved.
Now that you can sort through tickets based on their status, you will instantly have a complete list of the tickets that need your immediate attention.
That means you'll be able to respond to chats more quickly, focus your attention on conversations that need to be addressed, and enhance your company’s productivity.