Until when would the request be considered active?

Summary:

Until when would the request be considered active?

Content (please ensure you mask any confidential information):

For queue purposes, client would like to know until when the ticket is considered as active?
Would it be like once the ticket is in resolved status it will be considered as out of the queue now and they will be assigned a new request?

Or will it be waiting for the ticket to be at closed status?

Version (include the version you are using, if applicable):

24C

Code Snippet (add any code snippets that support your topic, if applicable):