Ticket States

States represent the lifecycle stage of a ticket. Every ticket is in exactly one state at any time. The state type assigned to each state is the key admin concept: it determines runtime behavior — which queue views the ticket appears in, whether a pending timer fires, and whether the ticket transitions automatically.

When creating a custom state, choosing the right state type is the most important decision. The table below describes what each type does at runtime.

See also

Ticket States in the Concepts section for typical lifecycle flows and guidance on which state type fits common use cases.

State Type Reference

State type	Behaviour
new	Ticket has not yet been worked on. Appears in the New Tickets view in agent queues. Not user-selectable once agent communication has taken place.
open	Ticket is being actively worked on.
closed	Ticket is resolved and no longer active. Excluded from default agent queue views.
pending reminder	Ticket is waiting. A reminder notification fires at the configured pending time; the state does not change automatically.
pending auto	Ticket is waiting. At the configured pending time, the ticket automatically transitions to a target state (configured separately per state).
removed	Ticket is archived. Hidden from normal queue views but not permanently deleted.
merged	Ticket has been merged into another ticket. The merged ticket is read-only and links to the target ticket.

Important

The built-in states (new, open, closed successful, closed unsuccessful, merged, removed, and the pending states) are required for core system behaviour and must not be deleted. If a built-in state is no longer needed in ticket screens, set its validity to Invalid rather than deleting it.

The overview lists all states with their name, type, comment, colour, and validity.

Creating and Editing a State

Field	Description
Name	Required. Display name shown in ticket screens.
State type	Required. Controls the runtime behaviour of tickets in this state. See the state type reference above.
Comment	Optional. Internal note about the purpose of this state.
Color	Pick from the colour palette to visually distinguish this state in ticket lists and views.
Validity	Required. Set to Invalid to hide this state from ticket screens without deleting it.