Pending
| Service ticket is queued for processing. No operator assigned to the ticket. This is an initial state of any inquiry. |
Open
| Service ticket is taken by an operator. Response required from the operator. A customer may add a follow up message to the ticket. |
Responded
| A response has been sent to a customer. The response may contain complete answer or a request for further information. Response may be required from the customer. An operator may add a follow up message to the ticket. |
Active
| Either Open or Responded. Pseudo status, it may not be assigned to any ticket and is being used in order to specify search condition only. |
Solved
| The service ticket is closed. Neither an operator nor a customer may add a follow up message. |
