Case statuses
In Banno Support, all cases have statuses that show each case's progression in the support process.
| Status | Meaning |
|---|---|
| New | An unread and unassigned conversation. Once replied to by a support representative, the status changes to Open. |
| Open | Once a support representative replies to a case, it becomes open and is automatically assigned to the person who replied to it, if no other user was assigned to the case. |
| Pending | When an end user responds to a case, it becomes Pending. Pending cases are those that are awaiting action from the support representative. |
| Closed |
The support representative closes the case manually when no further action is required. A case can be reopened after closing. If it has been closed for at least three days when the end user replies to the closed case, it is treated as a new conversation with the status set to New. It is also unassigned from anyone who it previously was assigned to, and any person who was watching the case is no longer watching it. However, you can still view all case history. If a case is reopened and it has been fewer than three days since it was closed, it will continue to be assigned to the same person who it was previously assigned to and the same watchers are also retained. |