After a ticket is created it gets a status and this status is changed during a ticket lifecycle. When an agent is assigned to the ticket he sets it to Open. Pending means that the agent is working on the ticket. When the ticket issue is resolved its status is set to Solved.
Ticket status is one of the main criteria for tickets’ filtering. Each agent is able to view their open, pending or solved tickets in a separate list. Also they can separately view all tickets allocated to a specific department.