Overview
Every ticket in PSA has a status that tells your team and your clients where the work stands. Statuses also control whether the SLA clock is running or paused, and whether a ticket is considered active or closed.
Status Definitions
| Status | Meaning |
|---|---|
| Open | New ticket, work has not started. SLA clock is running. |
| In Progress | A technician is actively working on it. SLA clock is running. |
| Waiting on Customer | You are waiting for the client to respond or provide access. SLA clock is paused if your SLA policy includes this status in its pause list. |
| On Hold | Work is paused for an internal reason (waiting on a part, waiting on a vendor). SLA clock is paused if configured. |
| Resolved | The issue has been fixed. The resolved timestamp is recorded. The CSAT survey is queued to go out within the next 15 minutes. |
| Closed | Fully closed. No further work expected. Closed tickets do not appear in the default queue view. |
Default statuses are created when your organization is first set up. Your admin can view available statuses under Settings > Statuses.
Moving a Ticket Through the Workflow
A typical ticket follows this path:
- Open — ticket arrives or is created.
- In Progress — a tech picks it up and starts working.
- Waiting on Customer — you send a public note asking for information. Move the ticket to this status so the SLA clock pauses while you wait.
- In Progress — the customer responds. Move it back to resume the clock.
- Resolved — the fix is confirmed. Enter a resolution note.
- Closed — after confirmation or a brief cool-off period, close the ticket.
To change a status, open the ticket and update the Status field. The change is logged in the ticket's activity history.
Closing a Ticket
To close a ticket properly:
- Confirm the issue is resolved with the customer, or wait for them to confirm via the portal.
- Set the status to Resolved and fill in the Resolution field with a brief summary of what was done.
- Let the ticket sit in Resolved until the CSAT survey response comes back (optional but recommended).
- Change the status to Closed when no further action is needed.
If a customer reopens the issue after the ticket is closed, create a new ticket rather than reopening the old one. This keeps your history clean and ensures SLA clocks reset properly.
Effect on SLA
Moving a ticket to a status listed in your SLA policy's pause list (commonly Waiting on Customer and On Hold) freezes the SLA timer. Moving it back to an active status (Open or In Progress) resumes the timer from where it left off.
See SLA Pausing for full details on how the timer behaves.
Frequently Asked Questions
Can I create custom statuses?
The statuses available to your org are managed under Settings > Statuses. Contact your admin to add or rename statuses.
Does resolving a ticket automatically send a CSAT survey?
Yes. Within 15 minutes of a ticket moving to Resolved, the system emails the ticket's contact a one-click satisfaction survey.
What is the difference between Resolved and Closed?
Resolved means the fix is done but the ticket can still receive notes and confirmation. Closed is the final state — the ticket is done and archived from the active queue.