Ticket statuses are an important to keep track on a case status, where it is currently standing at, who needs to complete the next step in it.

Basic statuses:

Open -> whenever a new ticket is created or an existing one receives a response the ticket will be placed on OPEN status. This is an indication of action from agent is required on the ticket. Pending ->This status is not used, and to replace this we have created all the "Action with..." statuses Resolved ->Any case that was touched by an Agent and the request in it was completed then the ticket can be considered Resolved. Closed -> Automated messages that are not required are placed into Closed statuses upon creation, or if a ticket can be closed due to no action required.

Action with... Statuses are used whenever the ticket processing is started and the agent is awaiting for an input/feedback from someone else before the completion of the query can proceed.

...Client-> Awaiting for customer response or action to proceed. ...Warehouse -> Awaiting for warehouse response or action to proceed. ...Carrier -> Awaiting for carrier response or action to proceed. ...Control Tower-> Awaiting for internal response or action to proceed. ...Broker-> Awaiting for broker response or action to proceed. ...Vendor-> Awaiting for vendor response or action to proceed.

Action with Control Tower  Status are for cases when the assigned group had to be changed. depending on which group it is reassigned one of the below three option to be picked. This will be an indication for the team as well that the ticket had to be reassigned.