Hi,

sometimes I have to create a new ticket manually, for example, when we have to reach the customer who has not yet sent us a ticket.

My question is: which status do I set for the newly created ticket? Should it be closed? I mean, for us, when sending the ticket, the case is closed until the customer responds. So, logically, it should be closed. But does it arrive at the customer when the status is closed right from the beginning?

If the customer responds, the status will change back to open anyway. 

Thanks, 

marc