Using Ticket States

Understand the Ticket Status Lifecycle in LimeChat CRM and how conversations progress through different states.

Ticket Status in Conversation Lifecycle

Bot* -> Open —> Waiting** -> Followup** -> Resolved —> Closed

A conversation is marked as Bot only if the bot is being used. The Waiting and Followup statuses are not mandatory in a conversation's lifecycle; they depend on the agent's activities.

Status Definition

Open

New conversations, in the absence of a bot, arrive in the Open state. Tickets can also transition to the Open state once the bot hands off the conversation to agents. This is the initial stage where the agent addresses the customer’s query.

Transition: A ticket can move to the Open state through the following means:

  • Manual Intervention: Agents can manually move tickets to the Open state based on specific use cases.

  • Automatic Transition:

    • A new ticket created for an inbox without a bot is placed in the Open state.

    • A ticket marked as Resolved can transition to the Open state if the user sends a message in the same thread.

    • A ticket can move from the Follow-Up or Waiting state to the Open state once the defined time period expires.

    • An Outbound ticket can transition to the Open state when the customer responds, depending on the flows defined for the outbound process.

    • Automation Rules: Depending on the flows and conditions defined through automation rules, one can automate the transition to the Open state.

Resolved

Tickets can move to resolved status through the following processes:

  • Manual Resolution: Agents mark the ticket Resolved when they are confident the query is answered and the customer is satisfied.

  • Auto-Resolution: If there is inactivity on the chat from the user end, the conversation automatically moves to the resolved state after a given time interval which can be configured using the following document.

  • Automation Rules: Depending on the flows and conditions defined through automation rules, one can automate the transition to the Resolved state.

  • Marketing Automation flows: Using the flow defined through marketing automation flows, one can automate the transition to the Resolved state.

If the same user sends a message when the conversation is in the Resolved state, the system will first attempt to assign the query to the previous assignee/handler. However, depending on the assignment settings and agent availability, the ticket may be reassigned.

Closed

The conversation automatically moves from resolved state to the Closed state after a given time interval which can be configured using the following document.

Tickets cannot be manually moved to the Closed state. This is to ensure that customers always have a way to reach out and reopen the same ticket if they feel their query has not been resolved.

If the same customer sends a message when the conversation is in the Closed state:

  • For WhatsApp, Instagram, Facebook, and Voice inboxes, the query will be treated as a New Conversation and assigned to a new agent. You can view the earlier conversation in Previous Conversations.

  • For Email conversations:

    • If the customer replies in the same thread, the closed ticket will reopen, as it is part of the same thread.

    • If the customer initiates a new email thread, a new ticket will be created

Follow-up

The Follow-Up state allows agents to segregate tickets where they need additional information for investigation and plan to review them later. Use the Follow-Up state if you need to investigate a customer query further and get back to it 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.

Tickets marked in the Follow-Up state are not counted in the agent's bucket but remain associated with that agent. Therefore, this state does not affect concurrency or the bucket status.

Waiting

The Waiting state allows agents to segregate tickets where they are waiting for the customer to provide additional information. Use the Waiting state if you are awaiting a response from the customer.

If the customer replies during this period, the ticket will move back to the Open state.

When this duration ends, tickets will be reassigned to any available agent if the originally assigned agent is offline.

Similar to the Follow-Up state, tickets marked in the Waiting state are not counted in the agent's bucket but remain associated with that agent.

As a result, this state does not affect concurrency or bucket status.

Outbound

Tickets created through the following processes are initially marked in the Outbound state, indicating that you have reached out to the customer:

  1. Broadcast

  2. Campaigns

  3. WhatsApp tickets created using the ticket creation feature

  4. Email tickets created using the ticket creation feature

These tickets will automatically move to the appropriate state (as defined in the processes above) when the customer responds.

How to Check Previous Conversations?​

1

Navigate to the Previous Tickets section in the right panel

2

Click on See More and select the relevant ticket from the list

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