What happens when a ticket is resolved or closed?

Mark a ticket Resolved when the work is done — the customer can still reply, which reopens it automatically. Closed is the terminal state (also where merged tickets land). In Settings → Ticket Workflow you choose what happens to Resolved tickets: close instantly, close after a delay (default 7 days), or leave them for manual review. Reopened tickets keep their number, history, and comment trail.

Signals along the way

• ticket.resolved and ticket.closed webhook events fire for integrations.

• SLA resolution clocks stop at the first Resolved — a reopen never un-records a met target.

• Delayed auto-close runs hourly and logs an activity entry per ticket.