Ticket status, replies, and close

Goal

Move a ticket through its helpdesk lifecycle: reply, assign, change status, and close — without commerce posting.

Who it is for

Agents with support.manage.

Preconditions

• Ticket created (Open).
• For assign / field edits: ticket must not be Closed.
• Status changes must be an allowed transition (below).

Statuses

Open · Pending · In progress · Resolved · Closed

Allowed transitions

From	To
Open	Pending, In progress, Closed
Pending	Open, In progress, Closed
In progress	Pending, Resolved, Closed
Resolved	Closed, Open
Closed	Open

Create always lands on Open. There is no draft/post/void path.

Steps — reply

1. Open the ticket detail (Support → Tickets → subject / full page).
2. Enter Reply text. Check Internal note (staff only) for staff-only notes.
3. Choose Send reply. Updates Last reply. A non-internal reply on a closed ticket reopens it to Open and clears closed_at (service rule).

Steps — assign

1. On detail (while not closed), change Assignee and Save, or set assignee on create/edit.
2. Closed tickets cannot be assigned (ticket_closed).

Steps — change status

1. On detail (while not closed), pick a new Status and Save, or set status on the edit form.
2. Illegal jumps return Cannot move a ticket from :from to :to.

Steps — close

1. On detail, choose Close ticket (hidden when already closed), or transition status to Closed.
2. Sets closed_at. When CSAT Options are enabled, resolve/close may set a CSAT request timestamp.

Result

The queue reflects the new status, assignee, and reply thread. No GL or inventory side effects.

Related

• Edit a ticket
• Troubleshooting
• Support setup