Conversation status - new, ongoing, on hold, resolved

Managing customer conversations efficiently is essential for any support team. Here’s a simple guide to understanding the four main conversation statuses:

New

A New conversation is one that has just arrived in the system.

• It stays in this status even if it has been read, until an agent takes it over.

• This helps agents quickly identify which conversations still need attention.

Ongoing

A conversation becomes Ongoing once it has been taken over by an agent.

• The agent can respond directly or forward it to another team member.

• This status means the conversation is actively being handled.

On hold

On Hold is used when a conversation needs to be paused for any reason.

• When paused, an internal note is added to explain why.

• The conversation stays on hold until it is reopened, at which point it returns to the Ongoing status.

Resolved

A conversation is marked as Resolved when the issue has been addressed and the session is closed by the operator.

• This is a finalization step, but the conversation can be reopened if the contact sends a new message.

• Resolved conversations remain in the system for reference and record-keeping.

Additional tips

• Filtering: You can filter your view by each conversation status to quickly find what you need.

• Filter area: The filter options are available in the sidebar, making it easy to sort and manage conversations.

• Ticket Categories in Resolved: Within the Resolved status, you can assign different ticket categories for better management and record-keeping. It can be helpful for overviewing stats.

Example: timeline of a resolved ticket

Below there’s an example of the timeline for a closed ticket, showing who closed it, the ticket type, and any comments made by the agent:

For more details, see our article on Ticket categories to learn how to organize your resolved tickets even further.

By using these statuses and features, your team can stay organized and provide excellent support.