Ticket statuses
Ticket status describes where the request is in the support workflow.
| Status | Meaning |
|---|---|
| New | A ticket has been received but has not yet been picked up by a support agent. |
| Open | A support agent is actively working on the ticket. |
| Pending | The team is waiting for a reply or more information from the customer. |
| On hold | The team is waiting for action or information from someone inside the support organization. This is an internal status and appears as Open to customers. |
| Solved | A solution has been provided. Customers, agents, and admins can still reply to reopen or continue the conversation. |
| Closed | The ticket is finalized and permanently locked. No further replies or updates are allowed. Tickets move to Closed only through the tenant organization’s auto-close settings after they remain Solved for the configured duration. |
Submit-as status
Section titled “Submit-as status”When agents and admins reply, they can submit the reply with a status. External replies default to Pending for agents and admins. Customer replies default to Open.
Internal notes keep the current ticket status unless the user chooses a different submit-as status.
Closed is not available as a manual submit-as or status update option. To finish work manually, set the ticket to Solved; MuninX closes solved tickets automatically when auto-close is enabled for the tenant organization.