Every ticket in Essential Support has exactly two statuses — Open and Closed — plus, while it’s Open, a separate Now/Later split that tracks who needs to act next. Knowing which is which, and what moves a ticket between them, saves you from ever wondering where a ticket went.
The two statuses: Open and Closed
Status is the top-level state shown in the Status dropdown next to a ticket’s subject line, and in the Open/Closed toggle above the ticket list. A ticket is either Open (still an active conversation) or Closed (resolved, and out of the default view).
Within Open: Now and Later
Open tickets are further split by an Activity toggle into Now (needs an agent) and Later (waiting on the customer, or snoozed). This split disappears once you switch to viewing Closed tickets, since a closed ticket has no “needs me” vs “waiting” distinction. See “Organize your queue with Now and Later” for the full walkthrough of that toggle.
What changes a ticket’s status or activity
- A new ticket from a customer always starts Open, in Now — it needs an agent.
- An agent reply moves the ticket to Later automatically (still Open) — it’s now waiting on the customer.
- A customer reply always moves the ticket back to Now — and if the ticket had been Closed, replying reopens it to Open automatically, no agent action needed.
- Send + Close ticket in the composer posts your reply and closes the ticket in the same action.
- Any agent can change status directly with the Status dropdown in the ticket header (next to Type and Priority) — set it to Open or Closed by hand at any time. Customers have their own Status dropdown in their own ticket view.
- Auto-close (Settings → Tickets → Automations) closes Open tickets sitting in Later with no customer response for a set number of days.
- A customer can self-close a ticket from an AI instant answer by clicking “Yes, this solved it — close.”
- Snoozing a ticket doesn’t change its status — it stays Open, moves to Later, and returns to Now on its own once the wake time passes (or immediately, if the customer replies first).
Where to find closed tickets
A closed ticket doesn’t disappear. Switch the Open/Closed toggle above the ticket list to Closed to see every closed ticket in the workspace (or just yours, with the All/Mine toggle).