Ticket statuses, priorities and assignment

Updated Oct 23, 2026

Every conversation in Aigento is a ticket. A ticket belongs to exactly one
customer and one scope: the store or channel it arrived through, which
decides which automations and scoped knowledge apply to it. Every member of
the workspace can see and work every ticket (see Team roles and access
control).

Statuses

A ticket is always in exactly one of five statuses:

Status	What it means
`new`	Created and never replied to. This is the status every ticket starts in.
`open`	Being worked on.
`pending`	Waiting on the customer. Aigento sets this automatically when you reply.
`resolved`	Answered. Records a resolution time.
`closed`	Finished and filed away.

Two of these transitions happen on their own, so you do not have to remember
them:

Replying to a customer moves the ticket to pending. An internal note
does not — notes never change the status.
The first reply on a new ticket records a first-response time. That
timestamp is what the reporting dashboard's response-time metrics are built
on, so it is only ever set once, on the transition out of new.

Resolving a ticket also feeds the knowledge base: about once an hour Aigento
looks at tickets resolved in the last 24 hours that had at least two outbound
messages and no existing suggestion, and proposes a new knowledge base article
based on how the conversation was resolved. See Knowledge base basics.

Priorities

Four levels: low, normal, high, urgent. New tickets start at normal.

Priority is yours to set, but AI classification can set it for you on new
tickets, alongside a category, a detected sentiment (positive, neutral or
negative) and the language the customer wrote in.

Where tickets come from

The source field records how a ticket arrived: email, form (your public
contact form), live-chat, shopify, gorgias, zendesk, or api. Source
matters in a few places — for example, live-chat replies send instantly with no
undo window, because there is no email to recall.

Assignment

A ticket can be assigned to a person, to a team, or to both. They are
independent fields: assigning a team for routing does not clear an individual
assignee, and vice versa.

Any member of the workspace can change a ticket's assignment, status or
priority.

Read and unread

Each ticket records when it was last opened. A ticket counts as unread if it
has never been opened, or if a message arrived after the last time it was
opened — so a customer replying to a conversation you already read brings it
back to your attention.

This is one timestamp per ticket, not one per agent: if a colleague opens a
ticket, it is read for everyone.