The tickets have several States which are different from the Statuses. These are automatically updating depending on events.

  • New – A new ticket.
  • First response due – The first response is required from the Agent.
  • Next response due – The next response is required from the Agent.
  • Customer responded – The Requestor (Customer) has responded to the email.
  • Overdue – The ticket resolution date is passed and the ticket is not resolved or closed.

Some of these might appear together also.