# Ticket statuses

Open, in progress, waiting on the customer, resolved and closed, and what each one does to the SLA clocks.

A ticket's status says where the work stands. Keep it current: the **Open** counter, the **Overdue** filter and the SLA clocks all depend on it.

## The statuses

| Status | Use it when | Counts as open |
|---|---|---|
| **Open** | The ticket is new and nobody has started | Yes |
| **In progress** | Someone is working on it | Yes |
| **Waiting on customer** | You need something from the customer, such as a photo, a tax code or a delivery address | Yes |
| **Resolved** | The work is done | No |
| **Closed** | Done and nothing more is expected | No |

In the list's status filter, **Waiting on customer** is shown as **Waiting**. Without a status filter the list shows the three open statuses.

## Change the status

You need **Work** access to Customer Support.

1. Open the ticket from **Customer Support → Tickets**.
2. Choose the new **Status**.
3. Click **Save**.

What happens:

- The badges at the top of the ticket's side panel change.
- If the ticket is linked to a conversation, its timeline records "Ticket TK000004: In progress → Resolved".
- Moving a ticket to **In progress** counts as its first response, if nobody has replied yet.
- **Resolved** and **Closed** stop the resolution clock and record the time ("resolved …" under the title).
- Moving a resolved or closed ticket back to an open status clears that time. The deadlines stay as they were.
- When a ticket linked to an **email** conversation becomes **Resolved**, the customer gets a short email in their thread: their request has been resolved, and they can reply if anything is still not right. Customers on chat channels are not messaged.

## Resolved or closed?

Both count as finished. Use **Resolved** for normal completion and **Closed** when a ticket should not be worked on again, for example a duplicate. Neither one changes the linked conversation: resolve the conversation separately.

## Reading a ticket page

![A ticket with its SLA clocks and links](https://hatang.dev/help/img/en/tickets/ticket.webp)

The side panel shows the priority and status badges, **Overdue** when it is, and the two SLA clocks: **First response** and **Resolution**, each with **Due …**, **Met …** in green or **Breached (due …)** in red. **Links** go to the **Conversation** and the **Customer profile**.