Statuses define how tickets move through their lifecycle—from creation to closure. They help your team organize work, track progress, and power automation.

Thena supports custom statuses grouped under four fixed parent categories.

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Parent status categories

Every status must belong to one of these system-defined parents:

Open

Newly created tickets waiting to be processed

In progress

Tickets actively being worked on by your team

On hold

Tickets temporarily paused or waiting for something

Closed

Tickets that have been completed or resolved

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Examples under In progress:

Waiting on us

Default status when your team needs to take action

Waiting on customer

Paused while awaiting customer response

Waiting on engineering

Blocked on technical work or development

Custom statuses let you reflect real ticket states while keeping your board structured.

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Board and swim lanes

Each parent status becomes a swim lane on your ticket board:

  • Custom statuses act as filters within each lane
  • Tickets can be easily dragged and dropped across statuses
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Your team gets a live view of what’s active, delayed, or done.

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Updating ticket status

Board view

Change status by dragging tickets between columns

Ticket view

Update via dropdown menu in the ticket details

Quick search

Find the right status with searchable dropdown

Workflows

Automate status changes based on triggers like customer responses or field updates

AI agents

Let AI change status based on context and programmed behaviors

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Workflows and automation

Statuses integrate across Thena to automate and streamline your support ops:

Trigger workflows

Start automations when tickets change status

SLA tracking

Set time-based targets for different status types

Custom views

Create filtered views based on status categories

Reporting

Track metrics and performance by status