The ticket statuses in Freshdesk, Resolved and Closed are defined as:
- Resolved: When agents are reasonably sure that they have provided the customer with a solution to their problem, the status of the ticket is set to Resolved.
- Closed: Resolved tickets can be moved to Closed status if the customer acknowledges that the problem has indeed been resolved. If the customer has not replied, the standard practice is to automatically close the ticket after a period of time.
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