[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"documentation:page:\u002Fdocumentation\u002Ftickets\u002Fstatuses":3,"documentation:nav":904},{"id":4,"title":5,"body":6,"category":893,"description":894,"extension":895,"meta":896,"navigation":897,"order":898,"path":899,"seo":900,"stem":901,"updated":902,"__hash__":903},"documentation\u002Fdocumentation\u002Ftickets\u002Fstatuses.md","Ticket statuses",{"type":7,"value":8,"toc":885},"minimark",[9,19,24,145,149,152,417,420,447,451,714,717,769,773,776,875],[10,11,12,13,18],"p",{},"Every ticket has exactly one status. Statuses describe where the conversation stands and control what customers can do. Staff capabilities are governed by ",[14,15,17],"a",{"href":16},"\u002Fdocumentation\u002Fteam\u002Froles-permissions","permissions",", not by status.",[20,21,23],"h2",{"id":22},"the-ten-statuses","The ten statuses",[25,26,27,40],"table",{},[28,29,30],"thead",{},[31,32,33,37],"tr",{},[34,35,36],"th",{},"Status",[34,38,39],{},"Meaning",[41,42,43,55,65,75,85,95,105,115,125,135],"tbody",{},[31,44,45,52],{},[46,47,48],"td",{},[49,50,51],"strong",{},"Open",[46,53,54],{},"Newly created, awaiting staff attention",[31,56,57,62],{},[46,58,59],{},[49,60,61],{},"In progress",[46,63,64],{},"Staff is actively working on it",[31,66,67,72],{},[46,68,69],{},[49,70,71],{},"Awaiting customer",[46,73,74],{},"Staff replied and is waiting for the customer",[31,76,77,82],{},[46,78,79],{},[49,80,81],{},"Required test",[46,83,84],{},"A fix was deployed and needs customer testing",[31,86,87,92],{},[46,88,89],{},[49,90,91],{},"Required action",[46,93,94],{},"The customer needs to take a specific action",[31,96,97,102],{},[46,98,99],{},[49,100,101],{},"Awaiting release",[46,103,104],{},"A fix was merged and is waiting to ship in a release",[31,106,107,112],{},[46,108,109],{},[49,110,111],{},"Resolved",[46,113,114],{},"Marked resolved by staff",[31,116,117,122],{},[46,118,119],{},[49,120,121],{},"Closed",[46,123,124],{},"Definitively closed",[31,126,127,132],{},[46,128,129],{},[49,130,131],{},"Pending closure",[46,133,134],{},"The customer requested closure",[31,136,137,142],{},[46,138,139],{},[49,140,141],{},"Closure scheduled",[46,143,144],{},"Staff scheduled a future automatic closure",[20,146,148],{"id":147},"what-staff-can-do-per-status","What staff can do, per status",[10,150,151],{},"Staff capabilities depend on permissions, not on the ticket status:",[25,153,154,172],{},[28,155,156],{},[31,157,158,160,163,166,169],{},[34,159,36],{},[34,161,162],{},"See",[34,164,165],{},"Message",[34,167,168],{},"Change status",[34,170,171],{},"Assign",[41,173,174,201,225,249,273,297,321,345,369,393],{},[31,175,176,178,186,191,196],{},[46,177,51],{},[46,179,180],{},[181,182,185],"span",{"className":183},[184],"doc-yes","✓",[46,187,188],{},[181,189,185],{"className":190},[184],[46,192,193],{},[181,194,185],{"className":195},[184],[46,197,198],{},[181,199,185],{"className":200},[184],[31,202,203,205,210,215,220],{},[46,204,61],{},[46,206,207],{},[181,208,185],{"className":209},[184],[46,211,212],{},[181,213,185],{"className":214},[184],[46,216,217],{},[181,218,185],{"className":219},[184],[46,221,222],{},[181,223,185],{"className":224},[184],[31,226,227,229,234,239,244],{},[46,228,71],{},[46,230,231],{},[181,232,185],{"className":233},[184],[46,235,236],{},[181,237,185],{"className":238},[184],[46,240,241],{},[181,242,185],{"className":243},[184],[46,245,246],{},[181,247,185],{"className":248},[184],[31,250,251,253,258,263,268],{},[46,252,81],{},[46,254,255],{},[181,256,185],{"className":257},[184],[46,259,260],{},[181,261,185],{"className":262},[184],[46,264,265],{},[181,266,185],{"className":267},[184],[46,269,270],{},[181,271,185],{"className":272},[184],[31,274,275,277,282,287,292],{},[46,276,91],{},[46,278,279],{},[181,280,185],{"className":281},[184],[46,283,284],{},[181,285,185],{"className":286},[184],[46,288,289],{},[181,290,185],{"className":291},[184],[46,293,294],{},[181,295,185],{"className":296},[184],[31,298,299,301,306,311,316],{},[46,300,101],{},[46,302,303],{},[181,304,185],{"className":305},[184],[46,307,308],{},[181,309,185],{"className":310},[184],[46,312,313],{},[181,314,185],{"className":315},[184],[46,317,318],{},[181,319,185],{"className":320},[184],[31,322,323,325,330,335,340],{},[46,324,111],{},[46,326,327],{},[181,328,185],{"className":329},[184],[46,331,332],{},[181,333,185],{"className":334},[184],[46,336,337],{},[181,338,185],{"className":339},[184],[46,341,342],{},[181,343,185],{"className":344},[184],[31,346,347,349,354,359,364],{},[46,348,131],{},[46,350,351],{},[181,352,185],{"className":353},[184],[46,355,356],{},[181,357,185],{"className":358},[184],[46,360,361],{},[181,362,185],{"className":363},[184],[46,365,366],{},[181,367,185],{"className":368},[184],[31,370,371,373,378,383,388],{},[46,372,141],{},[46,374,375],{},[181,376,185],{"className":377},[184],[46,379,380],{},[181,381,185],{"className":382},[184],[46,384,385],{},[181,386,185],{"className":387},[184],[46,389,390],{},[181,391,185],{"className":392},[184],[31,394,395,397,402,407,412],{},[46,396,121],{},[46,398,399],{},[181,400,185],{"className":401},[184],[46,403,404],{},[181,405,185],{"className":406},[184],[46,408,409],{},[181,410,185],{"className":411},[184],[46,413,414],{},[181,415,185],{"className":416},[184],[10,418,419],{},"A few important nuances:",[421,422,423,435,441],"ul",{},[424,425,426,429,430,434],"li",{},[49,427,428],{},"Visibility is permission-based."," Staff members without the ",[431,432],"permission-label",{"permission":433},"tickets.view_all"," permission only see tickets they are assigned to, regardless of status.",[424,436,437,440],{},[49,438,439],{},"Staff can always message."," There is no status that blocks staff replies; staff can post on a closed ticket, which is useful for follow-ups and audit notes.",[424,442,443,446],{},[49,444,445],{},"One closure schedule at a time."," Staff can move a closure-scheduled ticket to any status, but scheduling another closure on it is rejected.",[20,448,450],{"id":449},"what-customers-can-do-per-status","What customers can do, per status",[25,452,453,470],{},[28,454,455],{},[31,456,457,459,461,464,467],{},[34,458,36],{},[34,460,162],{},[34,462,463],{},"Reply \u002F edit own messages",[34,465,466],{},"Request closure",[34,468,469],{},"Invite links work",[41,471,472,496,520,544,568,592,616,642,666,690],{},[31,473,474,476,481,486,491],{},[46,475,51],{},[46,477,478],{},[181,479,185],{"className":480},[184],[46,482,483],{},[181,484,185],{"className":485},[184],[46,487,488],{},[181,489,185],{"className":490},[184],[46,492,493],{},[181,494,185],{"className":495},[184],[31,497,498,500,505,510,515],{},[46,499,61],{},[46,501,502],{},[181,503,185],{"className":504},[184],[46,506,507],{},[181,508,185],{"className":509},[184],[46,511,512],{},[181,513,185],{"className":514},[184],[46,516,517],{},[181,518,185],{"className":519},[184],[31,521,522,524,529,534,539],{},[46,523,71],{},[46,525,526],{},[181,527,185],{"className":528},[184],[46,530,531],{},[181,532,185],{"className":533},[184],[46,535,536],{},[181,537,185],{"className":538},[184],[46,540,541],{},[181,542,185],{"className":543},[184],[31,545,546,548,553,558,563],{},[46,547,81],{},[46,549,550],{},[181,551,185],{"className":552},[184],[46,554,555],{},[181,556,185],{"className":557},[184],[46,559,560],{},[181,561,185],{"className":562},[184],[46,564,565],{},[181,566,185],{"className":567},[184],[31,569,570,572,577,582,587],{},[46,571,91],{},[46,573,574],{},[181,575,185],{"className":576},[184],[46,578,579],{},[181,580,185],{"className":581},[184],[46,583,584],{},[181,585,185],{"className":586},[184],[46,588,589],{},[181,590,185],{"className":591},[184],[31,593,594,596,601,606,611],{},[46,595,101],{},[46,597,598],{},[181,599,185],{"className":600},[184],[46,602,603],{},[181,604,185],{"className":605},[184],[46,607,608],{},[181,609,185],{"className":610},[184],[46,612,613],{},[181,614,185],{"className":615},[184],[31,617,618,620,625,630,635],{},[46,619,111],{},[46,621,622],{},[181,623,185],{"className":624},[184],[46,626,627],{},[181,628,185],{"className":629},[184],[46,631,632],{},[181,633,185],{"className":634},[184],[46,636,637],{},[181,638,641],{"className":639},[640],"doc-no","✗",[31,643,644,646,651,656,661],{},[46,645,131],{},[46,647,648],{},[181,649,185],{"className":650},[184],[46,652,653],{},[181,654,185],{"className":655},[184],[46,657,658],{},[181,659,641],{"className":660},[640],[46,662,663],{},[181,664,185],{"className":665},[184],[31,667,668,670,675,680,685],{},[46,669,141],{},[46,671,672],{},[181,673,185],{"className":674},[184],[46,676,677],{},[181,678,185],{"className":679},[184],[46,681,682],{},[181,683,641],{"className":684},[640],[46,686,687],{},[181,688,185],{"className":689},[184],[31,691,692,694,699,704,709],{},[46,693,121],{},[46,695,696],{},[181,697,185],{"className":698},[184],[46,700,701],{},[181,702,641],{"className":703},[640],[46,705,706],{},[181,707,641],{"className":708},[640],[46,710,711],{},[181,712,641],{"className":713},[640],[10,715,716],{},"The customer-side rules in one sentence each:",[421,718,719,725,740,757],{},[424,720,721,724],{},[49,722,723],{},"Seeing a ticket",": the ticket creator and active participants can see the ticket in any status, including closed.",[424,726,727,730,731,735,736,739],{},[49,728,729],{},"Replying and editing",": blocked only on ",[732,733,734],"code",{},"closed",". On every other status, including ",[732,737,738],{},"resolved",", customers can still reply and edit their own messages.",[424,741,742,745,746,748,749,752,753,756],{},[49,743,744],{},"Requesting closure",": possible on any status except ",[732,747,734],{},", ",[732,750,751],{},"pending_closure",", and ",[732,754,755],{},"closure_scheduled",".",[424,758,759,762,763,765,766,768],{},[49,760,761],{},"Invite links",": stop working as soon as the ticket is ",[732,764,738],{}," or ",[732,767,734],{},". On a closure-scheduled ticket they still work until the closure actually happens.",[20,770,772],{"id":771},"automatic-transitions","Automatic transitions",[10,774,775],{},"Some status changes happen without anyone clicking a status selector:",[421,777,778,787,793,802,810,841,865],{},[424,779,780,783,784,786],{},[49,781,782],{},"Scheduled closure fires",": when a ticket is ",[732,785,755],{}," and the scheduled time passes, it is automatically closed and a system message is added.",[424,788,789,792],{},[49,790,791],{},"Scheduling a deletion closes the ticket",": when staff schedules a ticket for deletion, the ticket is closed immediately (if not already closed); the deletion itself happens later at the scheduled time.",[424,794,795,798,799,801],{},[49,796,797],{},"Customer requests closure",": the ticket moves to ",[732,800,751],{}," immediately, and a satisfaction survey is created right away.",[424,803,804,783,807,809],{},[49,805,806],{},"Customer closes a scheduled ticket early",[732,808,755],{},", the customer can close it immediately instead of waiting.",[424,811,812,815,816,748,818,748,820,822,823,825,826,830,831,834,835,838,839,756],{},[49,813,814],{},"CSAT surveys follow the status",": entering ",[732,817,738],{},[732,819,734],{},[732,821,751],{},", or ",[732,824,755],{}," creates a satisfaction survey; moving back out of these statuses deletes the survey if it has not been submitted yet. See ",[14,827,829],{"href":828},"\u002Fdocumentation\u002Fcsat","CSAT surveys",". Note that ",[732,832,833],{},"wait_release"," does ",[49,836,837],{},"not"," create a survey; the survey fires later, when the release moves the ticket to ",[732,840,738],{},[424,842,843,846,847,849,850,852,853,855,856,765,858,860,861,756],{},[49,844,845],{},"GitHub events can move tickets",": when GitHub auto-transition is enabled for the project, closing a linked issue as completed moves its tickets to ",[732,848,833],{},", and publishing a release moves the repository's ",[732,851,833],{}," tickets to ",[732,854,738],{},". Tickets already ",[732,857,738],{},[732,859,734],{}," are never moved back. See ",[14,862,864],{"href":863},"\u002Fdocumentation\u002Fintegrations\u002Fgithub","GitHub integration",[424,866,867,815,870,765,872,874],{},[49,868,869],{},"Favorites are cleared",[732,871,738],{},[732,873,734],{}," removes the ticket from all customers' favorites.",[10,876,877,878,880,881,884],{},"One thing that does ",[49,879,837],{}," happen automatically: a customer reply never changes the status. Moving a ticket out of ",[732,882,883],{},"awaiting_customer"," after the customer answers is a manual staff action.",{"title":886,"searchDepth":887,"depth":887,"links":888},"",2,[889,890,891,892],{"id":22,"depth":887,"text":23},{"id":147,"depth":887,"text":148},{"id":449,"depth":887,"text":450},{"id":771,"depth":887,"text":772},"tickets","The ten ticket statuses, what each one means, and exactly what staff and customers can do in each of them.","md",{},true,1,"\u002Fdocumentation\u002Ftickets\u002Fstatuses",{"title":5,"description":894},"documentation\u002Ftickets\u002Fstatuses","2026-06-09","cXRAKdgi4Qiits7qudInd59XUlHixlXieiPS85BdRgw",[905,909,912,916,920,922,926,930,933,934,937,940,943,946,950,953,957,958,961,965,968],{"title":906,"path":907,"category":908,"order":908},"Customer portal","\u002Fdocumentation\u002Fportal\u002Foverview",null,{"title":910,"path":911,"category":908,"order":908},"Ticket lifecycle","\u002Fdocumentation\u002Ftickets\u002Flifecycle",{"title":913,"path":914,"category":915,"order":898},"Account & security","\u002Fdocumentation\u002Faccount\u002Fsecurity","account",{"title":917,"path":918,"category":919,"order":898},"AI assistant","\u002Fdocumentation\u002Fai\u002Fassistant","ai",{"title":829,"path":828,"category":921,"order":898},"csat",{"title":923,"path":924,"category":925,"order":898},"Getting started","\u002Fdocumentation\u002Fgetting-started","getting-started",{"title":927,"path":928,"category":929,"order":898},"Tebex integration","\u002Fdocumentation\u002Fintegrations\u002Ftebex","integrations",{"title":931,"path":16,"category":932,"order":898},"Roles & permissions","team",{"title":5,"path":899,"category":893,"order":898},{"title":935,"path":936,"category":915,"order":887},"Notifications","\u002Fdocumentation\u002Faccount\u002Fnotifications",{"title":938,"path":939,"category":919,"order":887},"AI knowledge base","\u002Fdocumentation\u002Fai\u002Fknowledge",{"title":941,"path":942,"category":929,"order":887},"Discord integration","\u002Fdocumentation\u002Fintegrations\u002Fdiscord",{"title":944,"path":945,"category":925,"order":887},"Plans & limits","\u002Fdocumentation\u002Fplans-limits",{"title":947,"path":948,"category":949,"order":887},"Portal customization","\u002Fdocumentation\u002Fportal\u002Fbranding","portal",{"title":951,"path":952,"category":932,"order":887},"Members & invitations","\u002Fdocumentation\u002Fteam\u002Fmembers-invitations",{"title":954,"path":955,"category":919,"order":956},"Writing AI-ready documentation","\u002Fdocumentation\u002Fai\u002Fwriting-ai-ready-docs",3,{"title":864,"path":863,"category":929,"order":956},{"title":959,"path":960,"category":893,"order":956},"Messages & conversation","\u002Fdocumentation\u002Ftickets\u002Fmessages",{"title":962,"path":963,"category":929,"order":964},"Tebex keys & security","\u002Fdocumentation\u002Fintegrations\u002Ftebex-keys",4,{"title":966,"path":967,"category":893,"order":964},"Configuring the ticket form","\u002Fdocumentation\u002Ftickets\u002Fconfiguration",{"title":969,"path":970,"category":929,"order":971},"Self-hosted Tebex Bridge","\u002Fdocumentation\u002Fintegrations\u002Ftebex-bridge",5]