Status Overview
Every ticket has a status that reflects where it is in the support workflow. Statuses help staff triage the queue — staff should focus on Open and Customer Reply tickets first.
| Status | Meaning |
|---|---|
| Open | Newly submitted; no staff reply yet. |
| Answered | Staff has replied; waiting for the client. |
| Customer Reply | Client replied after a staff reply; needs staff attention. |
| In Progress | Staff is actively working on the issue (set manually). |
| On Hold | Work is paused, waiting on a third party or more information. |
| Closed | The issue is resolved. No further action expected. |
Status Descriptions
Open
The default status when a client submits a ticket. A ticket remains Open until a staff member replies or manually changes the status. Open tickets appear at the top of the admin queue.
Answered
Set automatically when a staff member submits a reply. This signals the ball is in the client's court. The client receives a notification email.
[!TIP] "Answered" does not mean "resolved." If the client replies again, the status moves to Customer Reply automatically.
Customer Reply
Set automatically when a client posts a reply to a ticket that is currently in Answered status. This re-surfaces the ticket so staff know there is a pending message waiting.
Staff should treat Customer Reply tickets with the same urgency as Open tickets.
In Progress
A manual status. Use this to indicate a staff member is actively investigating or working on the issue but has not yet replied to the client. Useful for longer-running issues where you want to track active work without sending an intermediate reply.
On Hold
A manual status. Use this when work is paused for a reason outside the team's immediate control — for example, waiting on a vendor, a third-party investigation, or the client providing additional information.
[!IMPORTANT] On Hold tickets are excluded from auto-close. They will not be automatically closed while in this status.
Closed
Tickets are closed either manually (staff changes the status) or automatically (if auto-close is enabled and the ticket has been in Answered status for the configured number of days without a client reply).
Clients can re-open a closed ticket by submitting a new reply. When a client replies to a closed ticket, the status returns to Customer Reply.
Automatic vs Manual Transitions
| Transition | Trigger | Type |
|---|---|---|
| Any → Answered | Staff submits a reply | Automatic |
| Answered → Customer Reply | Client submits a reply | Automatic |
| Closed → Customer Reply | Client replies to a closed ticket | Automatic |
| Any → In Progress | Staff changes status | Manual |
| Any → On Hold | Staff changes status | Manual |
| Any → Closed | Staff changes status | Manual |
| Answered → Closed | Auto-close period expires | Automatic |
Changing Status Manually
Staff can change a ticket's status from the ticket detail view using the Status dropdown in the sidebar. The change is saved immediately without requiring a reply.
Clients cannot change ticket status. They can only re-open a closed ticket by posting a reply.
Status in the Admin List
The admin ticket list at Admin → Support → Tickets shows the status badge next to each ticket. The list can be filtered by status using the filter bar at the top. Default view shows all non-closed tickets.