Solved: An agent is permitted to mark a ticket as ‘Solved’ after providing a solution to the customer. This action stops the SLA timer. However, customer confirmation may still be necessary to ensure the issue is resolved before the ticket can be closed.

Closed: A ticket will be marked as ‘Closed’ once the end-user confirms that the issue has been resolved.

If the end-user replies to a closed ticket, subsequent actions will depend on the configured settings. For example, the ticket status may automatically change to ‘Open,’ a new follow-up ticket could be created, or no changes may be made to the ticket’s state.

For further details, you can refer to this article: How to Customize or Create a New Ticket Status