🎫Ticket Status

NEW

Also known as: Issue Status, Case Status, Incident Status

A standardized indicator of where a support or issue ticket is in its lifecycle, from open to resolved or closed.

DESCRIPTION

Ticket status communicates progress within service and development workflows, enabling triage, assignment, and SLA tracking. Common statuses include Open, In Progress, On Hold, Resolved, and Closed, with custom states for specific processes. Consistent definitions improve reporting and handoffs across teams. Effective governance defines allowed transitions, resolution requirements, and automation triggers.

ALTERNATIVE DEFINITIONS

Atlassian Support

Statuses represent the state of an issue at a specific point in your workflow.

Clarifies status as a workflow state in issue tracking systems.

Source

Zendesk Help Center

Ticket statuses indicate the stage a ticket is in the support workflow.

Emphasizes support workflow stages for customer service tickets.

Source

RELATED TERMS

Status Codes Issue Tracking System ITSM Incident Management SLA Priority Resolution Codes Workflow

COMPETING TERMS

Workflow State

KNOWLEDGE AREAS

Collaboration Software Engineering Data Products Observability & Telemetry

TARGET AUDIENCE

BI Specialist Data Analyst Software Developer DevOps Engineer Data Steward AI Product Manager MLOps Engineer

EXTERNAL SOURCES

• Wikipedia - Issue tracking system
• Atlassian - Jira statuses overview
• Zendesk - Ticket statuses explained

TOP QUESTIONS

Why does Ticket Status matter for service teams?

It structures work, enabling clear handoffs, SLA tracking, and reporting on throughput, backlog, and resolution performance.

Category: Relevancy

What are common Ticket Status values?

Open, In Progress, On Hold, Pending Customer, Resolved, and Closed are typical, with custom states per workflow.

Category: Explanation

How should Ticket Status transitions be governed?

Define allowed transitions, required fields, and resolution criteria. Automate updates on events to reduce manual errors.

Category: Governance

What mistakes occur with Ticket Status?

Too many custom statuses, unclear definitions, or skipping resolution codes harms reporting and SLA compliance.

Category: Mistakes

How do Ticket Status and Priority differ?

Status reflects lifecycle position; Priority reflects urgency/impact. Track both to inform scheduling and escalations.

Category: Comparison

How to report on Ticket Status effectively?

Use cumulative flow diagrams, aging reports by status, and SLA breach rates to identify bottlenecks and improvement areas.

Category: Analytics

Can Ticket Status be customized?

Yes, but changes should be purposeful and documented. Maintain mappings for cross-team or cross-tool reporting.

Category: Best practices

How does Ticket Status interact with SLAs?

SLAs often pause on Pending Customer and measure time in key statuses. Ensure status transitions trigger correct timers.

Category: SLA

Where to start defining Ticket Status?

Map your workflow, define minimal necessary states, and align with tool capabilities before rolling out and training teams.

Category: Guidance