> For the complete documentation index, see [llms.txt](https://docs.wrangle.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.wrangle.io/tickets/setting-up-your-inbox/ticket-lifecycle/ticket-statuses.md). # Ticket Statuses ## 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. {% hint style="info" %} This status is only available when the [Waiting for Reply Automation](#waiting-for-reply-automation) is enabled. {% endhint %} * **On Hold** - The ticket is on hold before it can be resolved. Time spent in On Hold status does not count against your [SLAs](/tickets/setting-up-your-inbox/ticket-slas.md) * **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.
{% hint style="info" %} Custom statuses need to map to one of the six original statuses so Wrangle can accurately report on response and resolution times. {% endhint %} ## 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](/tickets/setting-up-your-inbox/ticket-lifecycle/ticket-resolution.md), 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. {% hint style="info" %} Original statuses can only be hidden when you have added a new custom status of the same type. {% endhint %} 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. | Who replies | Ticket was... | New status | | -------------- | --------------------------- | ----------------- | | 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.
{% hint style="info" %} **Waiting for Reply** is a reserved status name. It cannot be used as a custom status name or renamed. {% endhint %} **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. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.wrangle.io/tickets/setting-up-your-inbox/ticket-lifecycle/ticket-statuses.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.