Understanding Ticket Statuses

What are the default ticket statuses and what do they mean?

Open  - This is the default status of a ticket when it is created in your helpdesk. And, they are probably the ones that immediately need your support team's attention. Every time a customer replies to a ticket that has a different status, it always moves back to open so that you can take a look at it again and fix any issues, if necessary.  

Pending - A ticket can be moved into pending when an agent has replied to a ticket and is waiting to get more information from a customer. By default, SLA timers are turned off for pending tickets because you don't want to face any violations when you are waiting on your customer. Sometimes, it can also be used with tickets that are on hold because of any third-party constraints that cannot be controlled by the support teams. 

Resolved - When your agents are reasonably sure that they have provided the right solution to a customer, they can mark it as resolved. Once they do, the ticket can remain with the same status until the custom confirms that his issue has been fixed, upon which the ticket can be marked as closed. 

Closed - A ticket gets closed when a requester acknowledges that his issue has indeed been resolved by the customer. However, even if the ticket has been marked as closed, it will move back into open if the customer replies to it again.