Update the state as soon as ownership of the ticket changes. The customer sees the matching wording in their Message Launcher, so an accurate state answers their next question before they ask it.
Change the state
To move a ticket forward, work from the state at the top of the ticket.
Click the current state at the top of the ticket.
Select the new state from the options available.
Select a resolved state when you are asked to choose one before closing.
Alternatively, update the state of your ticket with a message to the customer.
In the ticket's reply box, click the Send drop-down menu.
Select the state you want to set the ticket to when sending the message.
📌 Note: A ticket must be in a Resolved state before its conversation can be closed.