# Ticket States

***

{% hint style="info" %}
Whenever the user sends a message, the bot responds to it first and try providing all the relevant solutions. \
If the user intents to talk to agent or if BOT feels under confident then the ticket is assigned to agent for better customer experience. 
{% endhint %}

<table data-full-width="true"><thead><tr><th width="145.5">State</th><th>Description</th></tr></thead><tbody><tr><td>Bot</td><td>Whenever the user sends a query (message) to your communication channels, the bot responds to it first and try providing all the relevant solutions.</td></tr><tr><td>Open</td><td>If the bot is unable to understand the users’ intent and handle the query, it falls back. The conversation gets assigned to the agents.</td></tr><tr><td>Resolved</td><td><p>The open conversation can be moved to <strong>Resolved</strong> state only in two ways:</p><ol><li>The agent assures that the query is resolved and the user is satisfied with the solutions.</li><li>If there is inactivity on the chat from the user end, the conversation automatically moves to the resolved state after <em>X</em> minutes.</li></ol></td></tr><tr><td>Waiting</td><td>Use the Waiting state if you are waiting for the customer to get back. When the ticket is marked under this state, the assignee of the ticket is <strong>not</strong> changed. During this period, if the customer replies, the ticket will return to the open state. When this duration ends, tickets will be reassigned to any available agent if the assigned agent is offline.</td></tr><tr><td>Followup</td><td>Use Follow-Up state if you need to investigate customer query further and get back later. During this period, the Follow-up state will remain unaffected with incoming customer’s messages. When this period ends tickets will be assigned to the same agent, even if the agent is offline.</td></tr></tbody></table>

***

## How to Check Conversation Status?

In the **Conversations** panel, you can select the status from the dropdown to see all the conversations in that state. The screenshot shows **Open** conversations at the moment. (Left side)

<figure><img src="/files/64yssCPao2kpDHmdudTB" alt="" width="563"><figcaption></figcaption></figure>

***

## How to Access a Conversation

Once you have chosen the status of the conversations you wish to view, all related tickets with that status will be displayed in the right panel. Simply click on any of them to access the conversations.

<figure><img src="/files/cpoCCIu9AX0EqvZvUnfx" alt="" width="563"><figcaption></figcaption></figure>

***

## How to change the conversation status?

Use the green drop down available in the middle section to change the status of the conversation.

{% hint style="info" %}
A ticket/conversation cannot be directly marked under Bot, Outbound or Closed states. \
Learn about the [Lifecycle of a Conversation](/limechat-product-guide/helpdesk/tickets/understanding-tickets/using-ticket-states.md).
{% endhint %}

<figure><img src="/files/gI8LFK5fkleUoIbbp6tT" alt="" width="563"><figcaption></figcaption></figure>

***

## FAQ's

<details>

<summary><strong>What happens when a user sends a query?</strong></summary>

When a user sends a message, the bot responds first and tries to provide all relevant solutions. If the bot is unable to handle the query or feels underconfident, the ticket is assigned to an agent.

</details>

<details>

<summary><strong>How does a conversation move to the "Resolved" state? How do I change the status of a conversation?</strong></summary>

A ticket can move to the "Resolved" state in two ways:

* The agent confirms the query is resolved, and the user is satisfied with the solution.
* The user remains inactive, and the conversation is automatically moved to the resolved state after a set period (X minutes).
* Use the green dropdown menu located in the middle section to change the conversation's status.

</details>

<details>

<summary><strong>What is the "Waiting" state used for? What happens if a customer replies while a ticket is in the "Waiting" state?</strong></summary>

The "Waiting" state is used when waiting for a response from the customer. During this time:

* The ticket remains assigned to the same agent.
* If the customer replies, the ticket returns to the "Open" state.
* If the duration ends and the assigned agent is offline, the ticket is reassigned to an available agent.

</details>

<details>

<summary><strong>When should I use the "Follow-Up" state?</strong></summary>

The "Follow-Up" state is used when you need to investigate the customer's query further and respond later. While in this state:

* Incoming messages from the customer do not affect the ticket’s status.
* When the follow-up period ends, the ticket is reassigned to the same agent, even if the agent is offline.

</details>

<details>

<summary><strong>How do I access a specific conversation?</strong></summary>

Once you’ve selected the conversation status, all tickets with that status will be displayed in the right panel. Click on any ticket to access the corresponding conversation.

</details>

<details>

<summary><strong>Can I directly mark a ticket as "Bot," "Outbound," or "Closed"?</strong></summary>

No, a ticket cannot be directly marked under the "Bot," "Outbound," or "Closed" states.

</details>

<details>

<summary><strong>How long does it take for a ticket to move to the "Resolved" state due to inactivity?</strong></summary>

The ticket moves to the "Resolved" state automatically after X minutes of inactivity from the customer’s side. The duration is configurable.

</details>

<details>

<summary><strong>What if a customer replies after the follow-up period ends, but the assigned agent is unavailable?</strong></summary>

If a customer replies after the follow-up period and the assigned agent is offline, the ticket may be reassigned to another available agent unless custom routing rules are in place.

</details>

<details>

<summary><strong>Can I assign tickets to specific agents based on expertise or availability?</strong></summary>

Yes, tickets can be routed to specific agents based on predefined rules, such as expertise, availability, or workload. This ensures tickets are handled by the most suitable person.

</details>

<details>

<summary><strong>What’s the difference between "Waiting" and "Follow-Up" states in practical use?</strong></summary>

* Use "Waiting" when awaiting a customer response.
* Use "Follow-Up" when an agent needs more time to investigate the issue. Unlike "Waiting," incoming customer messages in "Follow-Up" do not affect the ticket’s status.

</details>

<details>

<summary><strong>Can I integrate external systems to manage ticket states automatically?</strong></summary>

Yes, you can integrate CRM or helpdesk tools with APIs to automate ticket transitions, assignments, and notifications based on specific triggers or external data.

</details>


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