RateUp Documentation

The ticket lifecycle end to end — the three close outcomes, what closing changes, and what reopening actually does.

Every ticket ends. This page covers how to end one properly, and what happens afterwards.

The Three States

Status	Meaning	Set by
New	Nobody is assigned yet	Created automatically with the ticket
Assigned	At least one agent or team owns it	Assigning someone
Closed	Closed, resolved or unresolved	Using the Close menu

Status is derived from assignment and closure — there is no status field to maintain separately. Assign a ticket and it becomes Assigned; close it and it becomes Closed.

Closing a Ticket

The green Close button sits in the top-right of the chat window, next to the panel toggle.

Screenshot to be added

The Close dropdown open on an active ticket: the three close statuses, a separator, then the contact actions 'Mark contact as spam' and 'Block contact'.

docs/screenshots/inbox/close-menu.png

The Close menu.

Finish the conversation — make sure the customer has what they need.

Click Close in the chat header.

Pick the outcome that describes what actually happened.

Choosing the right outcome

Option	Use when	Ticket goes to
Mark as Resolved	The customer's problem was solved	Closed
Mark as Closed	Finished, with no specific outcome to record	Closed
Mark as Unresolved	You could not solve it, and want that on record	Closed

These outcomes feed your reporting. "Resolved" and "Unresolved" are the difference between a support team that looks perfect and one that can actually find its weak spots — pick honestly.

Below the outcomes, separated from them, sit the two contact actions — Mark contact as spam and Block contact. They are not ways of finishing a ticket: they apply to the person, and to every ticket they have. Spam in detail →

What Closing Changes

Closing a ticket removes all its assignees. This is intentional: closed work should not sit in anyone's queue.

Once a ticket is closed:

It moves to the Closed view
All assignees are cleared
A system note records who closed it and when
The composer is replaced by a banner — the ticket becomes read-only
If it was closed with a result, a green badge appears in the ticket strip and in Ticket Details

Blocking a Contact

Block contact sits at the bottom of the Close menu. On an already-closed ticket it moves into the ⋮ overflow menu next to Reopen.

Open the Close menu (or ⋮ on a closed ticket) and choose Block contact.

Confirm in the dialog.

A blocked contact cannot message you, and you cannot message them.

Blocking cuts communication in both directions — the customer cannot reach you even if they later need to. To get junk out of your queue while still receiving whatever arrives, use Mark contact as spam instead.

Reopening a Ticket

A closed ticket shows Reopen where Close used to be.

Open the closed ticket.

Click Reopen in the chat header.

A new ticket is created for the same customer, with the previous assignees carried over.

What reopening actually does

	Original ticket	New ticket
Number	Keeps its own	Gets a fresh one
Status	Stays Closed	Assigned
Close time and result	Frozen	Not set
Assignees	None	Whoever was assigned when it closed
Where it appears	Closed view, history bar	Open / Mine

Reopening does not revive the old ticket. Its resolution time and outcome stay exactly as they were, so your reporting is not rewritten after the fact.

The same happens if you assign somebody to a closed ticket: a successor is opened rather than the closed one being brought back to life.