Ticket Statuses
Use Wrangle's default ticket statuses, or customize your own to fit your team's processes.
Types of ticket status
Wrangle has two types of ticket status: original statuses, which are the ones that Wrangle automatically creates for every inbox, and custom statuses, which are the ones you create for specific inboxes.
Original statuses
Here's a breakdown of Wrangle's six original ticket statuses:
New - The ticket has not yet been claimed
In Progress - The ticket has been claimed and the agent is working on it
Waiting for Reply - The ticket is paused while waiting for a response from the requester.
This status is only available when the Waiting for Reply Automation is enabled.
On Hold - The ticket is on hold before it can be resolved. Time spent in On Hold status does not count against your SLAs
Resolved - The ticket has been completed with a resolution
Closed - The ticket has been completed without a resolution
These six statuses cannot be deleted or renamed, but if you are using Custom Statuses, you can hide them. More below.
Custom statuses
Custom statuses let you create new statuses that reflect your team's actual resolution process. Each custom status must map to one of the five original statuses so Wrangle can accurately track response and resolution times. In your preferred Inbox settings, click Add new status under Ticket Statuses.
Creating Custom Statuses
When creating a custom status, you'll choose which original status it maps to under the "Category" option.
Example: Instead of using the generic "On Hold" status, you could create:
"Pending Legal Approval" (maps to On Hold)
"Pending HR Approval" (maps to On Hold)
Now agents can provide more context about why a ticket is on hold, while Wrangle still tracks SLA metrics correctly.
Custom statuses need to map to one of the six original statuses so Wrangle can accurately report on response and resolution times.
Ticket status defaults
When you have multiple statuses mapped to the same original status, you can set which one is the default. Click "Use as default" while creating the custom status. Your default status will be applied whenever Wrangle automatically assigns a ticket status.
Example 1: Custom "New" status
You create a custom status "Not going to fix" mapped to "Closed"
You set "Not going to fix" as the default
You have automatically close tickets in response to reactions, that is, auto-close via ✅ reaction enabled
Result: When agents react with ✅, the status is set to "Not going to fix" instead of "Closed"
Example 2: Custom "Closed" status
You create a custom status "Unclaimed" mapped to "New"
You set "Unclaimed" as the default
Result: New tickets are automatically set to "Unclaimed" instead of "New"
Ticket status visibility
As you add custom statuses, you can hide original Wrangle statuses that are no longer relevant. This prevents agents from selecting them when updating tickets.
Original statuses can only be hidden when you have added a new custom status of the same type.
In our example, we've replaced "On Hold" with "Pending Approval." As long as a custom status with a Status Type of "On Hold" is selected as the default, you can then hide "On Hold" so agents won't be able to select it.
Waiting for Reply Automation
The Waiting for Reply automation keeps ticket statuses accurate without any manual effort. When enabled, Wrangle watches who is replying in a ticket thread and updates the status automatically.
Where to find it: Inbox Settings → Ticket Statuses → Status Automations → "Update ticket status when awaiting response from requester"
How it works
When the assigned agent replies to a ticket that is New or In Progress, Wrangle automatically moves it to Waiting for Reply — a reserved On Hold status indicating the ball is in the requester's court.
When the requester replies to a Waiting for Reply ticket, Wrangle automatically moves it back to In Progress, signaling that the ticket needs attention again.
Assigned agent
New or In Progress
Waiting for Reply
Requester
Waiting for Reply (On Hold)
In Progress
What counts as a reply
Only public replies in the ticket thread trigger the automation. Private notes that an agent writes are ignored.
The automation only fires when the replying agent is assigned to the ticket. Agents or admins who reply without being assigned do not trigger a status change.
If the same person is both the requester and an assigned agent on a ticket, the automation does not fire.
Using custom statuses for the Waiting for Reply automation
By default, the automation uses Waiting for Reply (On Hold) and In Progress as the two transition statuses. If your inbox uses custom statuses, you can choose them instead.
When the automation is enabled, two optional dropdowns appear:
Status after agent responds — defaults to Waiting for Reply. You can select any custom On Hold status instead.
Status after requester responds — defaults to In Progress. You can select any custom In Progress status instead.
Waiting for Reply is a reserved status name. It cannot be used as a custom status name or renamed.
Ticket SLAs — SLA timers (agent response time, resolution time) are based on ticket status changes. Tickets in Waiting for Reply (On Hold) status do not count toward SLA breach while waiting for the requester.
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