Ticket Status Unallocated Ticket has been raised but has not been looked at yet Allocated Ticket has been raised and been allocated to an Agent Open Agent is working on the Ticket Pending Agent has worked on the Ticket but has passed it back to the requester for more information etc. With Third Party Agent has worked on the Ticket and has passed it onto a Third Party to deal with IE BM or Advancery. On-Hold Agent has worked on the Ticket but it has been put on hold pending a Task to be completed. Resolved Agent has resolved the Ticket Closed A ticket has been moved to Closed after 3 days of being Resolved Re-Opened Requester has responded to a Resolved or Closed Ticket.