My guess is that a new ticket opened from a requester email would be New. When an agent responds, it becomes Pending. When the requester responds back, it becomes Open. It would then go back and forth between Open and Pending until an agent marks it as Solved.
Do I have this right?
If so, do I need to set up triggers to set these statuses, or should Zendesk be doing it automatically. When I go through the flow described above, the ticket is always just "Open" - the status doesn't seem to change itself. When does it, if ever?