At Qconic, we use several ticket statuses to help you keep track of your customer requests (queries). Sometimes, the app will update a status automatically—for example, shifting to "Waiting for customer" once an agent sends a reply. This saves you valuable time and keeps everything neatly organized. On the other hand, agents can easily update statuses manually, such as setting them to "On Hold" or "Closed." You can always review the entire history of these updates right in the ticket log.

Here is a quick overview of all the statuses and how they transition:

• New – a new ticket created automatically from an incoming email, message, or call. It is not yet assigned to any agent.

• In Progress – the ticket has been assigned to an agent who is actively working on it. Webchat or Messenger conversations will stay in this status for the duration of the chat.

• On Hold – an agent can manually switch a ticket to this status. This is great for when you are waiting on a colleague’s input or if the ticket was forwarded to an external partner outside the helpdesk and you are waiting for their reply.

• Waiting for customer – the agent has sent a reply and we are waiting for the customer to get back to us. If they don't reply within the number of days specified in your Ticket Closure Settings, the ticket will automatically close.

  https://app.qconic.com/settings/general

  
  

• New reply – the customer has replied, and the agent can jump back in. This status is also triggered when an external partner replies to a ticket.

• Closed – the ticket is successfully resolved. Agents can close it manually, or the system can do it automatically after the agent’s last reply (as described above).

• Cancelled – used for invalid tickets (e.g., spam or inquiries that don't need action). These are tucked away in the "Other" tab so they don't clutter your main view. Agents can set this manually, or it happens automatically if the sender is on your Blacklist.

  https://app.qconic.com/crm/blacklist

  
  

The diagram below shows how statuses change for emails and illustrates the allowed transitions. This ensures your entire ticket workflow runs smoothly and you always know exactly what is happening with each request.

For real-time channels—such as webchat, WhatsApp, FB Messenger, and SMS—we keep things simple: New -> In Progress (during active communication) or On Hold -> Closed/Cancelled.

Automatic Ticket Closure

To save your agents from having to manually close every single resolved ticket, the app takes care of it automatically. A ticket will close on its own if the last message was sent by an agent and the customer hasn't replied to it within a set timeframe.

For webchat, the ticket closes automatically after 30 minutes. For email tickets, closure occurs after the time specified in your Settings: https://app.qconic.com/settings/general. You can even set up a friendly reminder to go out to the customer first, letting them know their ticket will be closed soon and asking if they need any further help.

Please note that custom statuses cannot be created in Qconic. These pre-configured statuses are designed to work perfectly right out of the box, complete with automated transitions to keep your team efficient.