How to use Open, Pending, Resolved and Closed

Every ticket sits in one of four statuses. Used properly the queue tells you the truth at a glance: Open is your work today, Pending is waiting on someone else, Resolved is done but recent, Closed is history.

Open The ball is in our court. A customer has written and nobody has answered yet, or they have replied to us and we owe them the next move.

• Aim to give every Open ticket a first reply the same working day.
• Assign an owner as soon as you read it. An unassigned Open ticket is nobody's job.
• If you need more time, reply with a holding update and keep it Open.

Pending We have replied and we are waiting on the customer or a third party, for example documents, a bank confirmation, or a compliance check.

• Always say in your reply what you are waiting for.
• Set Pending only after you have sent something. Never park silence in Pending.
• Chase after 3 working days. If there is no answer after two chases, resolve it with a polite note that they can reply any time to reopen.

Resolved The customer's issue is answered or fixed and no further action is expected from us.

• Tick Resolved the moment the job is done. This is the single most important habit.
• Resolved tickets still show in your recent view so you can spot anything that bounces back.
• If the customer replies again, the ticket reopens with the full history intact.

Closed Archive. Nothing more will happen here.

• Close duplicates, test messages, and anything not a genuine support request.
• Closing is also the right home for tickets a customer abandoned after chasing.
• A brand new email on the same subject after closing starts a fresh ticket, which is what you want so old issues do not get mixed with new ones.

Why ticking Resolved matters While a ticket is Open or Pending, a new email from the same person on the same subject joins that ticket. That is deliberate, so a real reply lands in one place. Once you mark it Resolved or Closed, the next email from that person starts a clean ticket. If nobody ticks Resolved, everything from a regular sender piles into one giant thread and the queue stops being useful.

Assignee: who owns it Every ticket has an Assignee picker next to Status and Priority. Pick a person the moment you triage. An Open ticket with no owner is nobody's job and it is the main reason things go quiet.

Set task: turning a ticket into work Each ticket also has a **Set task** button. Use it whenever the next step is real work rather than a quick reply, for example chasing a bank, preparing a refund, or checking a merchant account.

• The dialog prefills the task title with the ticket number and subject, and drops a link back to the ticket into the notes, so whoever picks it up has the full context.
• Choose **Me** for a self task, or pick any teammate in the workspace to assign it to them.
• Set a priority (low, normal, high, urgent) and a due date.
• Assigning to a teammate fires the usual notification, Slack post and email alert, so they know without you chasing.

When to use each:

• Quick answer you can give now: reply and tick Resolved. No task needed.
• Waiting on the customer: reply, set Pending. No task needed.
• Waiting on us to do something: set a task, keep the ticket Open, and let the task carry the deadline.
• Work that belongs to someone else: assign the ticket to them and set them the task in the same pass.

Close the loop by hand. Completing the task does not tick the ticket Resolved, so come back to the ticket and set the status once the work is done.

A simple daily rhythm 1. Clear Open first, oldest at the top, assigning an owner as you go. 2. Set a task for anything that needs real work rather than a reply. 3. Sweep Pending and chase anything over 3 days old. 4. Tick Resolved on everything you finished today. 5. Close anything that is noise or abandoned.

What should never be in the queue Bounce messages, system notifications, and marketing alerts are filtered out automatically and never become tickets. If one slips through, close it and tag it so we can tighten the filter.