Everything about the ticket

A ticket is a container for a conversation with the customer about one dedicated topic/issue.

Ticket states

In default setup Zammad has the following ticket states:

  • new
    • Ticket has been created by a customer, no agent has sent out a response to the customer yet
    • If an agent replies to the customer, the ticket will change its state to “open” automatically
  • open
    • Ticket is open, an agent needs to work on it (e. g. close it or set a pending reminder state to let others know that somebody is working later on it)
  • pending reminder
    • Tickets which will “sleep” (no further action/attention needed right now) till pending date is reached
    • Tickets will not escalate (in case of escalation, escalation is suspended)
    • The time where the ticket is in pending reminder is not counted for escalation
  • pending close
    • Tickets which will “sleep” (no further action/attention needed right now) till pending date is reached
    • Tickets will not escalate (in case of escalation, escalation is suspended)
    • The time where the ticket is in pending close is not counted for escalation
    • After pending time is reached, the ticket will be closed by Zammad automatically
  • closed
    • Ticket has been solved/finished, no further action/attention needed

Ticket colors

Almost anywhere a ticket is being shown you will see a colored circle. The color tells you if the ticket needs attention:

  • Orange
    • Ticket has been created, somebody needs to work on it
    • Pending reminder of ticket has been reached, somebody needs to work on it
  • Red
    • Ticket is escalated, somebody needs to work immediately on this ticket to cancel escalaction state (e. g. needs to send out a customer response or set the ticket to pending reminder until somebody can solve the ticket)
  • Green
    • Ticket is closed, no further action/attention needed
  • Dark gray
    • Pending reminder or pending close has been set but not yet reached, no further action/attention needed right now