# Email ticket handling and statuses

Create email tickets, assign responsibility and move work through Open, Pending, On Hold, Resolved and Closed.

*Release 3.3 · admin, operator, supervisor*

**Settings › Email › General Settings** · **Settings › Email › Automation**

## What it is

Tickets organise email enquiries around a customer, subject, assignee and status. You can work on a ticket, wait for a reply, put it on hold or resolve it. Automatic transitions can remind the customer or return unfinished work to the queue.

## Who uses it and why

- Operators create tickets, reply, add internal comments and keep the status current.
- Supervisors monitor unassigned and unresolved work, priorities and ownership.
- Administrators agree assignment and timer rules with Powerfront.

## Where to find it

Open email tickets from the conversation lists, including **Unassigned** and **Unresolved Tickets**, or use **Create New Ticket** for a customer.

Powerfront manages **Settings › Email › General Settings** and **Settings › Email › Automation**. Ask Powerfront to change ticket timers, reply requeueing or default tab behaviour.

## How it works

1. Select **Create New Ticket** and choose the customer in **To**. The customer needs an email address.
2. Enter **Subject:** and an initial message. Choose **Send From**, **Assignee**, **Priority** and a **Ticket Source** when offered. You can also add attachments, dispositions, tags and configured fields.
3. Choose the creation or save action for the required status. An internal comment is visible to operators and does not send a customer reply.
4. Keep the status current as work progresses.

| Status | Use and subsequent behaviour |
|---|---|
| **Open** | Active work. Eligible unanswered assignments can return to the queue. |
| **Pending** | Waiting for the customer. A timer can send a reminder, reopen or close the ticket. |
| **On Hold** | Paused work. A timer can return it to Open. |
| **Resolved** | Work considered complete. A timer can close it later. |
| **Closed** | Finished ticket. Reopening is subject to the configured window. |

Customer replies can return tickets to **Open** and requeue eligible unpinned work. A valid pin can retain the assignee. Disabled or suspended assignees do not remain valid simply because a ticket was pinned to them.

## Configure it

Ask Powerfront to set the status intervals and customer-reply assignment rules. Production status intervals use days, except **Move Ticket from Open to Unassigned after**, which uses minutes.

For **Pending**, Powerfront must choose either reopening or closing as the timed outcome when saving the automation settings. A reminder can run earlier. When several Pending actions are already due, reopening takes precedence, then closing, then the reminder.

Ask Powerfront to set **Stay on Ticket** or **Close Tab / Close and remove from floor** as the default workspace action. Your selected tab action is separate from the ticket status.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Push ticket to queue on customer reply | Settings › Email › General Settings | website | On when no value is saved; the editor shows Off until a value is saved | Powerfront, on request | Returns eligible unpinned tickets to the queue when the customer replies. |
| Pin to Operator who Creates New Ticket or First Responds | Settings › Email › General Settings | website | Off | Powerfront, on request | Automatically pins a ticket to its creator or first responding operator. |
| Can assign Tickets to offline Operators/Teams/Channels | Settings › Email › General Settings | website | Off | Powerfront, on request | Allows offline destinations in email assignment options. |
| Default Tab Action | Settings › Email › General Settings | website | Close Tab / Close and remove from floor | Powerfront, on request | Chooses whether the workspace closes the ticket tab or stays on the ticket after an action. |
| Send Ticket Reminder on Pending Status after | Settings › Email › Automation | website | Not set; no reminder when absent | Powerfront, on request | Sends one reminder after the configured number of days in Pending if a transition has not already taken precedence. |
| Move Ticket from Pending to Open after | Settings › Email › Automation | website | Not set; no transition when absent | Powerfront, on request | Reopens Pending tickets after the configured number of days. |
| Move Ticket from Pending to Closed after | Settings › Email › Automation | website | Not set; no transition when absent | Powerfront, on request | Closes Pending tickets after the configured number of days and attempts the closure email. |
| Move Ticket from On Hold to Open after | Settings › Email › Automation | website | 1 day | Powerfront, on request | Reopens On Hold tickets after the configured interval. |
| Move Ticket from Open to Unassigned after | Settings › Email › Automation | website | 1440 minutes (24 hours) when no value is saved; the editor initially loads 60 minutes | Powerfront, on request | Requeues eligible assigned, unpinned Open tickets after the configured number of minutes without an operator reply. |
| Move Ticket from Resolved to Closed after | Settings › Email › Automation | website | 5 days | Powerfront, on request | Closes Resolved tickets after the configured interval; tickets resolved without reply do not receive the automated closure email. |
| Allow Closed Ticket to be Reopened | Settings › Email › Automation | website | 60 days | Powerfront, on request | Sets the period during which a Closed ticket remains eligible to reopen. |

### Fields

| Field | Where | Required | What it is for |
|---|---|---|---|
| To | Ticket editor | Yes | Selects the customer contact, which must have an email address for a new email ticket. |
| Subject: | Ticket editor | Yes | Names the enquiry. The editor allows up to 998 characters. |
| Assignee | Ticket editor | Yes | Selects the responsible operator or team; Take it assigns the ticket to you. |
| Priority | Ticket editor | No | Selects Low, Normal, High or Urgent. |
| Disposition | Ticket editor | No | Categorises the ticket using the configured dispositions. |
| Ticket Source | Ticket editor | No | Records the ticket's origin; selection is required when source choices are offered. |

### Permissions

| Permission | Lets you |
|---|---|
| Allow operator to pin tickets | Makes manual ticket pinning available to the operator. |

## Limits and good to know

- Closing a tab does not mean the ticket is **Closed**. Check its status.
- Automatic Open-to-Unassigned processing excludes pinned work and other ineligible tickets.
- An enabled offline operator is different from a disabled or suspended operator. Offline assignment also depends on your configuration.
- A Pending reminder is sent once for that Pending period rather than on every timer check.
- Automatic closure after **Resolved** skips the closure email for tickets resolved without a reply.
- Status changes leave system notices in the conversation. Email events can also respond to status changes.

## Depends on and works with

### This feature uses

- **Requires** [Email account and mailbox setup](CHN-024.md): Email tickets need a configured sending and receiving account.
- **Requires** [Customer contact details](CRM-001.md): The ticket identifies a customer contact and email address.
- **Configured in** [Operator accounts](ADM-007.md): Operator availability and enabled status affect assignment eligibility.
- **Configured in** [Operator settings](ADM-010.md): Operator ticket limits and pinning permissions control ticket capacity and ownership actions.
- **Configured in** [Teams](ADM-013.md): Team membership determines assignment destinations, and team email settings can pin tickets automatically.
- **Configured in** [Chat queue](CHAT-005.md): Queue routing and eligibility settings determine how unassigned tickets reach operators.
- **Configured in** [Departments](CHAT-006.md): Channel conditions and platform assignment settings control automatic ticket routing.
- **Configured in** [Taking and pinning conversations](CHAT-011.md): Pinning affects ownership and automatic requeueing.
- **Configured in** [Dispositions](CHAT-019.md): Disposition definitions determine the classifications available on email tickets.
- **Configured in** [Tags and conversation data](CHAT-031.md): Configured data fields determine which structured values operators can enter on ticket forms.
- **Configured in** [Email templates and ticket notifications](CHN-028.md): Automated reminders and closure emails use the matching templates.
- **Configured in** [Email send cancellation and delivery failures](CHN-031.md): Undo-send delay defers the workspace action for a queued public reply.
- **Configured in** [Ticket sources and email event automation](CHN-032.md): Ticket sources and email events classify tickets and can change their status or assignment.
- **Works better with** [Transferring conversations](CHAT-010.md): Tickets can transfer to another destination.
- **Works better with** [Internal comments](CHAT-014.md): Internal comments record work without sending a customer reply.
- **Works better with** [Attachments in conversations](CHAT-018.md): Operators can attach files to a ticket message.
- **Works better with** [Service levels and response timers](CHAT-029.md): Email service levels measure response and resolution time.
- **Works better with** [Incoming email and ticket replies](CHN-025.md): Incoming customer replies can reopen or requeue tickets.
- **Works better with** [Email replies and support conversations](CHN-027.md): Replies and linked support work are managed from the ticket.
- **Needs licence or module** Admin settings and feature switches (managed by Powerfront): Powerfront must enable Email Management before email tickets can be handled.

### Used by

- **Required by** [Drafts](CHAT-017.md): Drafts save unfinished email tickets for later completion.
- **Required by** [Merging tickets and related conversations](CHAT-026.md): Merging tickets or linking conversations to a ticket requires existing email tickets.
- **Required by** [Email event rules and actions](ENG-022.md): Email Events operates on email tickets and their lifecycle events.
- **Required by** [Email Autopilot for tickets](AI-012.md): Email Autopilot acts on an existing ticket and its status and assignment.
- **Required by** [Email replies and support conversations](CHN-027.md): Replies and support work belong to a parent ticket with its own status and assignee.
- **Required by** [Ticket sources and email event automation](CHN-032.md): Ticket sources and email events apply to email tickets and their lifecycle changes.
- **Required by** [Ticket reports](REP-011.md): Ticket statuses, assignments and lifecycle actions supply performance and backlog measures.
- **Required by** [Custom scripts in email event rules](EXT-022.md): Custom email-event rules run only against email tickets and their lifecycle events.
- **Configures** [Taking and pinning conversations](CHAT-011.md): Email settings control automatic pinning and whether customer replies return tickets to the queue.
- **Configures** [Virtual Assistant task actions](ENG-016.md): Tickets created by tasks follow the configured ticket assignment and lifecycle policies.
- **Configures** [Incoming email and ticket replies](CHN-025.md): Ticket state, reply requeueing and the closed-ticket reopening window affect incoming replies.
- **Configures** [Email send cancellation and delivery failures](CHN-031.md): Queued replies retain the selected status and workspace post-action.
- **Configures** [Teams](ADM-013.md): Email Team Settings controls automatic ticket pinning for the team.
- **Enhances** [Chat tray](CON-013.md): Email ticket status determines how its waiting timer is displayed.
- **Enhances** [Operator replies and comments](CON-015.md): Email send actions can combine a reply with a ticket status change.
- **Enhances** [Stats Bar and My Stats](CON-024.md): Enabled ticket handling adds applicable email indicators.
- **Enhances** [Mobile console](CON-033.md): Mobile ticket work depends on the website ticket feature and mobile permissions.
- **Enhances** [Chat limits and wind-down](CHAT-008.md): Ticket state and floor presence affect active work and wind-down completion.
- **Enhances** [Offline messages](CHAT-028.md): Offline capture can create an email ticket when configured.
- **Enhances** [Offline help for visitors](VX-011.md): Created email tickets follow ticket assignment and lifecycle rules.
- **Enhances** [Address book and contact actions](CRM-006.md): Create a ticket for an eligible contact when ticket handling is enabled.
- **Enhances** [Operator accounts](ADM-007.md): With email ticketing in use, disabling an operator unpins and requeues their unresolved assigned tickets.
- **Related** [Starting, ending and expiring chats](CHAT-001.md): Email tickets have separate status and timed-transition rules for closing work.
- **Related** [Postponing conversations](CHAT-012.md): A ticket's On Hold status is separate from postponing its next service time.
- **Related** [Email templates and ticket notifications](CHN-028.md): Ticket status changes and reminders determine when matching notification templates are used.
- **Conflicts with** [Salesforce connection and operator setup](CRM-010.md): Enabling Salesforce through its settings screen disables native ticket handling.
- **Conflicts with** [Dynamics 365 connection and customer records](CRM-015.md): The Dynamics settings screen requires native Email Management to be disabled before enabling Dynamics.
- **Conflicts with** [Zendesk connection and operator setup](CRM-018.md): Enabling Zendesk through its settings screen disables native INSIDE ticket handling.

## FAQ and troubleshooting

### Why did a customer reply send the ticket back to the queue?

**Push ticket to queue on customer reply** can requeue eligible unpinned work. An invalid assignee can also cause reassignment.

### Why did a ticket reopen without a customer reply?

Check **Pending** and **On Hold** timer rules with Powerfront, and review the system notice and email events.

### Why did my tab close while the ticket stayed Pending?

The tab action and lifecycle status are separate. Closing the workspace tab leaves the selected status intact.

### Why can I not create the ticket?

Check the selected contact and email, subject, initial message and assignee. Choose a source and sending account when the form requires them.

### Why was there no automated closure email?

A ticket resolved without a reply is excluded from that closure email. Other failures can involve the sending account, template or delivery rules.