new
Either an email has been received or a new ticket has been created by a User via the Web-UI. If that User's Organisation has an SLA, the "First Response Time" and "Solution Time" is started.
open
An Agent provided an update in the ticket. The responsibility for the next actions is still on Helpdesk side, and it's currently actively worked on the ticket. The SLA target "First Response Time" is stopped, the "Solution Time" counter is still running.
processing
A ticket...
pending reminder
merged
A ticket was a duplicate of an already reported ticket and has been merged with the initial ticket. Both tickets contain a "child" link to each other. The merged ticket is closed and its SLAs are stopped.
pending close
A ticket is marked for getting automatically closed at a given time in the future, e.g. after the Agent has provided a Solution or a Workaround. SLA target "Solution Time" is stopped.
waiting for customer
An Agent needs further information from the User being able to proceed analysing, processing or working on a ticket. The SLA target "Solution Time" is paused until the missing information has been provided and the ticket went over into "open" state.
resolved
A reported issue, e.g. an Incident, has been restored, or a Problem has been fixed and the Solution has been provided. The ticket is still kept in "resolved" state to do some aftermaths. SLA target "Solution Time" is stopped.
closed
All work on a ticket has been done and nobody will monitor this ticket anymore, as long it doesn't get reopened by a User. SLA target "Solution Time" had already been stopped before
See also:
For more information please see the user documentation: https://user-docs.zammad.org/en/latest/