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Resolved vs Closed in Ticketing as a Service: Understanding Resolution and Unresolved Status

Efficient ticket management ensures smooth operations and better service delivery. One key aspect of this process is understanding ticket statuses, particularly the difference between Resolve, Close, and Unresolved.

Why does this matter? Because unclear ticket handling can lead to unresolved issues, miscommunication between teams, and inefficiencies in support workflows.


In this article, we’ll clarify the difference between Resolve and Close, explain how Resolution Status works in Microsoft Teams Ticketing, a feature that ensures every ticket closure is properly tracked and understood, and finally we will also explain what the system considers unresolved.


The Difference Between "Resolved" and "Close"

Ticketing as a Service distinguishes between Resolved and Close to ensure a structured and efficient ticket management process. In the recommended workflow:


Resolved – The assignee has resolved an issue and clicked Resolve ticket.

Close – The requestor can then confirm the resolution is correct and Close the ticket or Reopen the ticket if it needs further action.

Ticket status

However, not all tickets are closed the same way. This is where resolution status comes in.


Resolution in Ticketing as a Service

Resolution indicates how a ticket was finalized, providing clarity on why it was closed. A ticket can have one of the following resolution statuses:

  1. Fixed – Issue successfully fixed.

  2. Cancelled – No longer needed.

  3. Cannot Be Resolved – Due to limitations, the issue couldn't be addressed.

Close ticket


Difference between Resolved and Unresolved

Ticketing as a Service groups status into Resolved or Unresolved categories:

  • Resolved Statuses – Any status where the Stop Resolution SLA clock is enabled.

  • Unresolved Statuses – Any status where the Stop Resolution SLA clock is disabled.

Related to the resolution SLA, it means:

  • Tickets in Unresolved status still count toward resolution SLA.

  • Tickets in Resolved status are excluded from resolution SLA.


For example, if you create a custom workflow stage called Pending Review but don’t enable Stop Resolution SLA, that ticket is still considered Unresolved in the ticket filter.


Unresolved Status: Usage and Importance

Unresolved status is used in the ticket filter to quickly identify tickets that are not yet finished. More than just a label, it prevents tickets from slipping through the cracks.



Why it matters:

  • Visibility – Quickly filter and view all open tickets.

  • Accountability – SLA timers continue until a true resolution is reached.


Note: When customizing workflows, it’s essential to carefully set each status SLA Resolution Clock to align with your support process. Incorrect configuration may cause tickets to remain unresolved longer than intended, impacting SLA compliance.


Clear ticket management is essential for efficient support operations. By distinguishing between Resolved, Closed, and Unresolved, and by leveraging Resolution Status, teams can ensure accountability, minimize misunderstandings, and maintain a streamlined workflow.


With Ticketing as a Service, you get a structured, customizable ticketing system that enhances visibility, control, and SLA compliance across your support process.



Frequently Asked Questions about Ticket Status


What does unresolved mean in ticketing?

Unresolved means a ticket has not reached a state where it is considered completed. The issue may be in progress or waiting for action, and in Ticketing as a Service it continues to count toward resolution SLA.


What is the meaning of not resolved in support tickets?

Not resolved means the issue has not been confirmed as fixed by the system. Even if a ticket moves through workflow stages, it remains active until it reaches a resolved status.


What is resolved status in a ticket?

Resolved status means the assignee has completed the required work and marked the ticket as resolved. The ticket then waits for confirmation from the requestor before it can be closed.


What does closing a ticket mean?

Closing a ticket means the requestor confirms no further action is needed. This action completes the ticket lifecycle, and if the resolution is not acceptable, the ticket can be reopened instead.


What are resolution tickets?

Resolution tickets include information about how a ticket was finalized. This is captured through a resolution status, such as Fixed or Cancelled, which explains the outcome when a ticket is closed.

TeamsWork is a Microsoft Partner Network member, and their expertise lies in developing Productivity Apps that harness the power of the Microsoft Teams platform and its dynamic ecosystem. Their SaaS products, including CRM as a Service, Ticketing as a Service and Checklist as a Service, are highly acclaimed by users. Users love the user-friendly interface, seamless integration with Microsoft Teams, and affordable pricing plans. They take pride in developing innovative software solutions that enhance company productivity while being affordable for any budget.

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