Ticket statuses and assignment
Open, Pending, Resolved — what each status means and how routing works.
Published 6/12/2026Updated 9/9/2026
Inbox & Tickets
Ticket statuses and assignment
Open, Pending, Resolved — what each status means and how routing works.
Tickets start unassigned
Statuses keep the queue honest: at any moment you can see what still needs work, what is waiting on someone else, and what is done.
The statuses
| Status | What it means | When the customer replies |
|---|---|---|
| Open | The ball is in your court. New tickets and customer replies land here. | Stays in the active queue |
| Pending | You have answered and are waiting for the customer (or a carrier, a marketplace…). Pending tickets leave the active queue. | Reopens automatically |
| Resolved | The conversation is finished. | Reopens as Open so nothing slips through |
Assignment
- ·Tickets start unassigned; anyone can pick them up.
- ·Assign a ticket to yourself before working it so teammates see it is taken.
- ·Admins can assign tickets to anyone, which makes dispatching a morning queue quick.
Suggested workflow
Start in the Unassigned view
Assign yourself a batch.
Answer each one
Then set it to Pending (waiting on customer) or Resolved (done).
Follow up from Assigned to me
Customer replies bring tickets back to Open automatically — your Assigned to me view is your follow-up list.
An honest queue
Open needs you, Pending waits on someone else, Resolved is done.
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