There are six possible statuses: New, Open, Pending, On-hold, Solved, and Closed.
New means that we have received your request but it has not been assigned to an agent. The New status can indicate that we are evaluating it to determine who should be assigned to resolve it.
Open means that the request has been assigned to an agent who is working to resolve it and acknowledges the next action is in their hands. Once a ticket status changes to Open, it can never return to New.
Pending means that the assigned agent has a follow-up question for the requester. We may need more information about the support issue. Requests that are set to Pending typically remain that way until the requester responds and provides the information we need to continue resolving the request.
On-hold means that the support request is awaiting a resolution from a third party—for Pimberly, this status typically indicates the issue is with the developers and requires development work to reach a resolution.
Solved means that we has resolved the support issue or it is no longer relevant as confirmed by the requester. Solved tickets are closed automatically 14 days after they have been set to Solved. Until a ticket is closed, the requester can reopen the ticket.
Closed means that the ticket is complete and can't be reopened. Requesters however can create follow-up requests for closed requests.