By default, every ticket that comes into the helpdesk is marked as ‘open.' It's the first stage of the ticket lifecycle, and it means the customer's problem hasn't been resolved.
When an open ticket is assigned to an agent, it can take one of two paths. One, the agent is able to quickly determine the solution to the problem and change the ticket status to ‘Resolved.' Two, they require additional information, either from customers or from other teams, before they can solve the problem. The agent modifies the ticket's status based on the circumstances.
