> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thena.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Statuses

> Learn how to configure and use ticket statuses in Thena.

<img src="https://mintcdn.com/thena-840ce5ec/fnPhXvYfm-TNmZho/images/docs/Statuses.webp?fit=max&auto=format&n=fnPhXvYfm-TNmZho&q=85&s=3a19c310b53263f085e91ee8302df372" alt="Statuses interface" className="rounded-lg" width="7680" height="4800" data-path="images/docs/Statuses.webp" />

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.

## Parent status categories

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

<CardGroup cols={2}>
  <Card title="Open" icon="circle-play" color="#3b82f6">
    Newly created tickets waiting to be processed
  </Card>

  <Card title="In progress" icon="spinner" color="#eab308">
    Tickets actively being worked on by your team
  </Card>

  <Card title="On hold" icon="pause" color="#a855f7">
    Tickets temporarily paused or waiting for something
  </Card>

  <Card title="Closed" icon="circle-check" color="#22c55e">
    Tickets that have been completed or resolved
  </Card>
</CardGroup>

### Examples under In progress:

<CardGroup cols={3}>
  <Card title="Waiting on us" icon="headset">
    Default status when your team needs to take action
  </Card>

  <Card title="Waiting on customer" icon="user">
    Paused while awaiting customer response
  </Card>

  <Card title="Waiting on engineering" icon="wrench">
    Blocked on technical work or development
  </Card>
</CardGroup>

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

## 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

<Tip>
  Your team gets a live view of what's active, delayed, or done.
</Tip>

## Updating ticket status

<CardGroup cols={5}>
  <Card title="Board view" icon="table-columns">
    Change status by dragging tickets between columns
  </Card>

  <Card title="Ticket view" icon="ticket">
    Update via dropdown menu in the ticket details
  </Card>

  <Card title="Quick search" icon="magnifying-glass">
    Find the right status with searchable dropdown
  </Card>

  <Card title="Workflows" icon="diagram-project">
    Automate status changes based on triggers like customer responses or field updates
  </Card>

  <Card title="AI agents" icon="robot">
    Let AI change status based on context and programmed behaviors
  </Card>
</CardGroup>

## Workflows and automation

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

<CardGroup cols={2}>
  <Card title="Trigger workflows" icon="bolt">
    Start automations when tickets change status
  </Card>

  <Card title="SLA tracking" icon="clock">
    Set time-based targets for different status types
  </Card>

  <Card title="Custom views" icon="table-list">
    Create filtered views based on status categories
  </Card>

  <Card title="Reporting" icon="chart-simple">
    Track metrics and performance by status
  </Card>
</CardGroup>