States show the progression of a ticket. Every state falls into one of four types, and customer-facing tickets show the customer an alternative version of the state you set. Keeping states accurate is the single easiest way to reduce chasing messages.
The four state types
Each specific state maps to one of these types.
State type | What it means |
Submitted | The ticket is waiting for us to pick it up. |
In progress | We are handling the ticket, and it is our responsibility. |
Waiting on customer | We need input from the customer before we can progress the ticket. |
Resolved | The ticket needs no further action from us, and the conversation closes. |
Support ticket states
Support tickets are customer-facing, so each state has a second label.
State you set | Customer sees |
New | Submitted |
With us | With us |
With P&E | With our Product and Engineering team |
With another team | Working with another team |
With 3rd Party | Working with a partner |
Waiting on customer | Waiting on you |
Resolved | Resolved |
⚠️ Warning: A ticket set to Waiting on customer will automatically be snoozed for a day sends the customer a reminder after 24 hours. They have a further 48 hours in total to respond before the ticket resolves and closes automatically.
Tracker ticket states
Tracker tickets are not customer-facing, so their states have one label only.
New.
Log in ADO.
With us.
Investigating.
Identified.
Monitoring.
Waiting on customer.
Resolved.
The difference between Resolved and Closed
Resolving a ticket does not end the customer relationship with it. Selecting 'Resolved' with the customer seeing Resolved will automatically close the ticket, but gives them one day to reply to the closed conversation.
A customer who replies within that day moves the ticket back to With us automatically.
A customer who does not reply leaves the ticket closed.
Every closed conversation creates and closes a corresponding case in Salesforce, which is what gives the interaction traceability.
The Waiting on customer lifecycle
Setting a ticket to 'Waiting on customer' moves it to a snoozed state automatically and starts a chase cycle. A customer reply at any point returns the ticket to 'In progress' (With us) and an Open state.
Stage | What happens |
Waiting on customer set | The ticket moves to the Snoozed tab and leaves your Open queue. |
Snooze, one day | The ticket waits for a customer reply. |
Automatic chaser sent | Intercom reminds the customer that a reply is needed. |
Snooze, two further days (or the next business day if it falls on a weekend) | The ticket waits again. |
Automatic resolution | The ticket resolves and closes. The customer then has 24 hours to reply and reopen it. |
⚠️ Warning: A ticket that has been snoozed in Waiting on customer for considerably longer than the cycle above has not completed as expected. Check it by hand during your backlog review; see Review your open and snoozed backlog.