How to update a ticket’s status and assignee
Open the ticket, set who will handle it, and change the status as the service progresses, until it is resolved and closed.
1 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
A ticket only helps if it stays up to date. The assignee shows who is handling it, and the status shows where it stands: open, waiting for the customer, resolved, or closed. Every change is saved in the history.
Where to find it in Cognizy
Before you start
- Anyone with the Agent, Admin, or owner role can update tickets.
Step by step
- Step 1:
Open and click the ticket.
- Step 2:
In Assignee, choose who will handle the ticket.
- Step 3:
In Change status, click the new status. Use Waiting for customer when the next action is theirs, Resolved when the request has been handled, and Closed to fully close it.
- Step 4:
Check the History, at the bottom of the panel: every assignee and status change is recorded, with the person and time.
How to know it worked
The ticket shows the new assignee and the new status in the list, and the changes appear in the history.
If it doesn’t work
The ticket disappeared from the list.
The list opens on the Open tab. Resolved and closed tickets stay in the Resolved, Closed, and All tabs.
Next step
Add a note or create a task from the ticket.
Sign in with your Cognizy account to save your progress.
Sign in