{"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":"2026-09-09T04:26:05","modified_gmt":"2026-09-09T04:26:05","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":"

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

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

The two automatic transitions<\/h2>\n

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