Request statuses explained
Updated September 21, 2026 · 1 min read
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A request's status shows where it is in your process. Using statuses consistently lets everyone on the team see what's waiting, what's in progress, and what's done.
Updated September 21, 2026 · 1 min read
A request's status shows where it is in your process. Using statuses consistently lets everyone on the team see what's waiting, what's in progress, and what's done.
Status | Meaning | Typical next step |
New | Just arrived. Nobody has looked at it yet. | Review and assign it. |
In Review | Someone is checking the details, reproducing the issue, or deciding what to do. | Start work, or ask the customer for more information. |
In Progress | Work is actively happening. | Resolve it, or update the customer. |
Follow Up | Waiting on a response, usually from the customer. | Check back if they don't reply. |
On Hold | Paused for a known reason, such as waiting on a fix or another team. | Resume when the blocker clears. |
Closed | Resolved. No more work is needed. | None. Reopen by changing the status if needed. |
Archived | Kept for record only, out of your active work. | None. |
Open the request.
In Request properties, select Status.
Choose the new status.
The change is saved immediately and recorded in the activity timeline.
Requests from your request form, from email, or added by your team start as New.
New → assign an owner and set severity
In Review → confirm the problem and what's needed
In Progress → do the work
Follow Up → wait for the customer when you need their input
Closed → confirm the fix or answer with the customer
Use On Hold sparingly, and add an internal comment explaining why the request is paused.
Agree as a team on what each status means for you, and write it down.
Don't leave requests in New for long. Review the Unassigned view daily.
Close requests once they're resolved, so your queue reflects real outstanding work.