# Inbox Ticket Statuses

In the below graph we will explain the various statuses available in Inbox and give guidance on how to use them. 

 

| **Status**  | **When should you use this status?**                                                       | **Examples**                                                                                                                                                                  |
| ----------- | ------------------------------------------------------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Active**  | Tickets requiring Support attention and action now                                         | <ul><li>Customer ask a new question </li><li>Tickets that customers have replied to</li><li>Tickets that have been transferred from another department or colleague</li></ul> |
| **Pending** | Tickets where you need more info from the customer to help them further                    | <ul><li>Customer did not provide examples needed to investigate the issue </li><li>The request/issue is unclear</li></ul>                                                     |
| **On-Hold** | Tickets where you are waiting for input from another party in order to answer the customer | <ul><li>Escalations to third parties</li><li>Issues that are being looked at by another team</li></ul>                                                                        |
| **Resolve** | Tickets where the issue has been solved or the question has been answered completely       | <ul><li>Tickets that have no outstanding issues or questions</li></ul>                                                                                                        |
| **Blocked** | Tickets currently being investigated internally that need more time to resolve             | <ul><li>Agent needs help from team members to answer a query</li></ul>                                                                                                        |