A ticket can have any status listed in the table below. For naming convenience we creates status groups, namely the open status group and resolved one so we can easily name tickets that still need work (open) and those who don't (resolved).

New

The ticket has just been created and has not been assigned yet. Nobody is working on it at this point.

Assigned

The ticket has been assigned to a technician. The technician has not started working on it. 

In progress

A technician is working on this ticket.

Information requested

The technician requested some information to the ticket submitter. The technician may not work on the ticket until s/he gets an answer.  Once the submitter answers, the ticket goes back automatically to working status.

Hold

The ticket is waiting for an event to happen. No work is being do on the ticket issue.

Solved

The technician has proposed a solution to the ticket submitter. The technician will wait for the user to close the ticket by rating it or for new feedback. The solved status is the only status that allows ticket submitter to rate a ticket answer. When providing a solution to the problem, a technician should always use the 'solve' status and NOT the 'close' status since the 'close' status prevents any other operations on the ticket, including rating it.

A solved ticket will become closed when a submitter closes it by rating it or will go back to the 'working' status if the ticket submitter adds a comment to it. 

Closed

The ticket is closed and no more work on this ticket is required. The ticket creator cannot rate the ticket at this point. When providing a solution, the technician should not close the ticket but use the 'solve' status instead since the 'solve' status allows the ticket creator to rate the ticket.

Therefore and as a recap for those who were not listening, the technician should always use the 'solve' status when providing a solution to the end user.

Why does a ticket get closed when the ticket creator rates it?

When a ticket creator has a solution to his problem or when a fix is no longer needed, the ticket creator has the choice to close the ticket by rating it or to cancel the ticket all together. The status of the ticket becomes 'closed' and no more work needs to be performed.

Status Groups

Open

 Open tickets are tickets that are not resolved and there is still work to do before a solution is found. It includes the following statuses: new, assigned, hold, information requested, working.

Resolved

Resolved tickets are basically 'done'. No work needs to be performed on these tickets.