_:Only the user has sent email. No staff has ever responded. open -_:Staff has responded, but the ball is still in our court. This status change is automatic whenever staff sends email on a new ticket, or the user sends email back on a pending ticket. pending Staff has responded, and now the ball is in the user's court. You have to manually set a ticket to pending (either with command-line actions or with a "X-Rust: set status pending" line somewhere in the message you send out). +_:Staff has responded, but the ball is still in our court. This status change is automatic whenever staff sends email on a new ticket, or the user sends email back on a pending ticket. + +pending +_:Staff has responded, and now the ball is in the user's court. You have to manually set a ticket to pending (either with command-line actions or with a "X-Rust: set status pending" line somewhere in the message you send out). Special status settings (all of these require human intervention to get a ticket into one of these states):
