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What Makes a Ticket Move from New to Open Status?
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When a new ticket is created, it is assigned the New status by default. This status indicates that the ticket has not yet been assigned. Once a ticket is assigned to an agent or group, either manually or through automation, its status automatically changes to Open, a system defined label that can be modified/customized based on your specific workflow. Learn How to Customize or Create a New Ticket Status.
Additionally, when a ticket is created from the agent portal and is directly assigned to a group or agent, it will automatically be marked as "Open.
- After the ticket status is changed from New to other statuses, the action cannot be reversed.
- Agents will be notified when tickets are assigned to them. To receive the notification, enable the Ticket Assigned to Agent or Ticket assigned to Group event notifications.
- You can also use automation workflow to notify requesters when their tickets are assigned. Refer to this article for a detailed guide.
Any change made to the ticket status is recorded in the ticket history.
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