In the Contact Center, case statuses are used to show where a case is in the handling process. This helps both agents and supervisors quickly get an overview, prioritize correctly, and follow up on customer cases in a structured way.

This guide explains what each status means and how they relate to one another in the case lifecycle.

Overview of the Case Lifecycle

A case can move through several statuses from creation to archiving. The most common flow looks like this:

New → Escalated → Open → Pending/Parked → Resolved → Closed → Archived

When a case is marked as Resolved, it is automatically closed after 7 days, and then archived automatically the night after it has been closed.

Case Statuses

New

A new case has just been created and is waiting to be assigned to an agent or for someone to start working on it.

• This status appears automatically when a new case is received via email, web chat, or another channel.
• Cases with the status New have not yet been opened by an agent.

Escalated

The Escalated status is used when an AI agent has handled the case but transferred it to a human agent for further handling.

• This may be because the issue requires human judgment, complex troubleshooting, or a decision beyond the AI agent’s authority.
• Cases with this status should be prioritized, as they often already involve an ongoing customer dialogue.

Open

When an agent is actively working on a case, it receives the status Open.

• This means the case is being processed.
• The status changes automatically when the agent starts replying to or updating the case.

Parked

The Parked status is used when the case is temporarily on hold.

• For example, when the agent is waiting for internal information, approval, or another process before the case can continue.
• Cases in this status are often followed up manually to ensure they don’t get stuck.

Pending

Used when the agent has responded to the customer and is waiting for a reply.

• As long as the customer hasn’t responded, the case remains in Pending.
• When the customer replies, the status automatically changes back to Open.

Resolved

When the agent determines that the customer’s question has been answered or the issue resolved, the case is marked as Resolved.

• The case is considered completed, but the customer can still reply to reopen it.
• If no reply is received from the customer within 7 days, the case closes automatically.

Closed

The Closed status indicates that the case is fully completed and can no longer be edited or reopened.

• The case remains in the system for history and statistics.
• The day after a case is closed, it is automatically archived.

Archived

An Archived case is fully processed and moved from the active view to the archive.

• The archive is used for searching, follow-ups, and reporting.
• All details are preserved, but the case can no longer be opened or modified.

Tips

• You can filter by status in the case overview to see all cases in a particular stage, for example, all parked or pending cases.
• Supervisors can use statuses to create views and monitor case flow, similar to how Zendesk uses views to group cases by status.