In Contact Center, case statuses are used to show where a case is in the handling process. This way, both agents and supervisors can 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 the case lifecycle.
Case lifecycle overview
A case can move through several statuses from the time it is created until it is archived. The most common flow looks like this:
New → Escalated → Open → Pending/Parked → Resolved → Closed → Archived
When a case is marked asLooselyit closes automatically after7 days, and thenarchivedit automatically the night after it is 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.
- The status is automatically displayed when a new case is received via email, web chat or other channel.
- Cases in statusNewhas not yet been opened by an agent.
Escalated
The statusEscalatedused when aAI agent has handled the case but handed it over to a human agentfor further handling.
- This may be because the issue requires human judgment, complex troubleshooting, or decisions outside the AI agent's mandate.
- Cases in this status should be prioritized, as they often already have an ongoing customer dialogue.
Open
When an agent is actively working on a case, it gets the statusOpen.
- This means that the case is under processing.
- The status changes automatically when the agent starts responding or updating the case.
Parked
The statusParkedused when the case is temporarily paused.
- For example, when the agent is waiting for internal information, approval, or other process before the case can continue.
- Cases in this status are often followed up manually to avoid getting stuck.
Waiting
Used when the agent has responded to the customer and is waiting for feedback.
- As long as the customer has not responded, the case remains pending.Waiting.
- When the customer returns, the status automatically changes back toOpen.
Loosely
When the agent determines that the customer's question has been answered or the problem has been resolved, the case is marked asLoosely.
- The case is then closed, but the customer can still respond and reopen it.
- If no response is received from the customer within 7 days, the case will be automatically closed.
Closed
The statusClosedindicates that the case is completely closed and can no longer be changed or reopened.
- The case remains in the history and statistics system.
- The day after a case is closed, it is automatically archived.
Archived
AarchivedThe case is completely processed and is moved from active viewing to the archive.
- The archive is used for searching, monitoring and reporting.
- All details are saved, but the case can no longer be opened or changed.
Tip
- You can filter by status in the case overview to see all cases at a certain stage, for example, all parked or pending cases.
- Supervisors can use statuses to create views and monitor case flow, just as described in the Zendesk example where views are used to group cases by status.