{"id":25,"date":"2026-09-09T04:25:39","date_gmt":"2026-09-09T04:25:39","guid":{"rendered":"https:\/\/nirohelp.com\/docs\/25\/ticket-statuses\/"},"modified":"2026-09-17T12:40:43","modified_gmt":"2026-09-17T06:40:43","slug":"ticket-statuses","status":"publish","type":"nirohelp_doc","link":"https:\/\/nirohelp.com\/docs\/workflows-automation\/ticket-statuses\/","title":{"rendered":"Ticket statuses and automatic transitions"},"content":{"rendered":"\n

NiroHelp has eight ticket statuses. They appear in the ordinary Publish<\/strong> box on the ticket editor. Two transitions happen automatically; the rest are
yours to make.<\/p>\n\n\n\n

\"Status\"<\/figure>\n\n\n\n

The eight statuses<\/h2>\n\n\n\n
Status<\/th>Meaning<\/th><\/tr><\/thead>
Open<\/strong><\/td>Just submitted. Nobody has replied yet.<\/td><\/tr>
In Progress<\/strong><\/td>An agent has replied. The ball is in the client’s court.<\/td><\/tr>
Waiting<\/strong><\/td>The client has replied. The ball is in the agent’s court.<\/td><\/tr>
On Hold<\/strong><\/td>Paused for an internal reason \u2014 waiting on a third party.<\/td><\/tr>
Resolved<\/strong><\/td>An agent marked it resolved.<\/td><\/tr>
Reopened<\/strong><\/td>For a ticket picked back up after being resolved.<\/td><\/tr>
Cancelled<\/strong><\/td>Closed without a resolution.<\/td><\/tr>
Closed<\/strong><\/td>Fully closed; no further action expected.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

The two automatic transitions<\/h2>\n\n\n\n

Both happen when someone posts a reply:<\/p>\n\n\n\n