We currently use these Ticket Statuses: "New", "Being Processed", "Scheduled", "Awaiting Your Reply", "This ticket has been Resolved", "This ticket has been Closed".
This article will help you understand how and when each of these Statuses are used.
"New" Tickets - When a new ticket is created (By Email, Phone, Portal, Twitter, Facebook etc.) it always has a Status of “New”.
"Being Processed" Tickets - When an Agent picks up a ticket and is working on the resolution, then it always has a Status of "Being Processed".
"Scheduled" Tickets - When an Agent has scheduled a ticket to be resolved at a future date and time. Often tickets addressing routing maintenance or are best resolved by interacting with you will have the Status "Scheduled".
"Awaiting Your Reply" Tickets - When an agent replies to a Ticket, a lot of times they are either requesting more information from you or asking you to try a proposed resolution and let the agent know if the resolution worked. The agent then marks these tickets as “Awaiting Your Reply”.
"Resolved" Tickets - When the agent replies to a Ticket and is reasonably sure that the reply includes a resolution to the your request, then the agent marks the ticket as “Resolved”. If the you are not satisfied with the resolution, then you can simply reply to the agent’s reply and the ticket will be automatically “re-opened”.
"Closed" Tickets - A “Resolved” ticket is usually “Closed” after confirmation from you that the problem was resolved to your satisfaction or automatically after the passage of reasonable amount of time (usually 48 hours) assuming that the suggested resolution has worked for you.