Status Workflow
Ticket status changes automatically based on who replied last. This means your open queue naturally surfaces what needs attention: Open tickets are new and unaddressed, Pending tickets are waiting on the customer, and In Progress tickets have been picked up. Admins can still override status manually from the edit page at any time.
The four statuses
Section titled “The four statuses”| Status | Meaning |
|---|---|
| Open | New or re-opened ticket awaiting admin response |
| Pending | Admin replied; waiting for the customer to follow up |
| In Progress | Admin is actively working on the ticket |
| Resolved | Issue closed; ticket is no longer in the active queue |
Automatic transitions
Section titled “Automatic transitions”| Event | Status change |
|---|---|
| Customer submits a new ticket | Set to Open |
| Admin adds a reply | Changed to In Progress |
| Customer replies to an In Progress ticket | Changed to Pending |
| Customer replies to a Resolved ticket | Changed back to Open |
| Admin or customer marks the ticket Resolved | Set to Resolved |
The rules are deliberately one-sided: an admin reply always moves the ticket to In Progress, and a customer reply always pulls it back into the active queue (Pending if it was already in flight, Open if it had been resolved).
Manual overrides
Section titled “Manual overrides”Admins can change status directly from the ticket edit page regardless of the automatic flow:
- Drop a noisy ticket from the queue. Set to Resolved manually without posting a reply.
- Push a ticket back to the customer without replying. Set to Pending manually if you need more information but have not yet drafted a response.
- Bulk triage. Use the Set Status bulk action on the grid to move a batch of tickets at once. See Admin Management > Bulk actions.
Manual status changes are saved when you click Save on the ticket edit page. They do not trigger email notifications on their own - only the automatic transitions tied to posting a reply or using the Resolve action trigger notification emails.
Why this design
Section titled “Why this design”A helpdesk queue is most useful when the status column tells you who owes the next action. The automatic rules guarantee the column stays accurate with zero manual bookkeeping:
- Open = you owe the next action
- Pending = the customer owes the next action
- In Progress = you are actively handling it and have acknowledged the customer
- Resolved = closed, drop from the active queue
If your process needs a different mental model, the manual override is always available. The default behaviour covers the common case without getting in your way.