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 you enable “Update ticket status when awaiting response from requester” in Ticket Lifecycle > Ticket Statuses. If this setting is disabled, Wrangle won’t use the Waiting for Reply status.

• 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.