IT Ticketing/help desk solution is responsible for managing the life cycle of tickets, from creation to closure.

The ticketing process has many states, and each is vitally important to the success of the process and the quality of service delivered.

Ticket States:

State Description Open Ticket is logged but not yet investigated

In Progress

Ticket is assigned to the agent and is being investigated

On Hold

The responsibility for the ticket shifts temporarily to another entity to provide further information, evidence, or a resolution.

Awaiting user’s response

If any additional information is required from user, this state can be selected.


Ticket is marked Closed after it is in the Resolved state for a specific duration and it is confirmed that the ticket is satisfactorily resolved