Ticket lifecycle & statuses

Every ticket moves through a predictable lifecycle so nothing falls through the cracks.

Statuses

• Open — needs attention from your team.
• Pending — waiting on the customer's reply.
• Resolved — answered; awaiting confirmation or auto-close.
• Closed — finished. Reopens automatically if the customer replies.

Automatic transitions

• A new message from a customer reopens a resolved/closed ticket.
• Resolved tickets auto-close after a configurable number of days (auto_close_stale_days).
• Follow-ups can be sent automatically after a period of customer silence (followup_after_hours).

Priority & tags

Set priority (low → urgent) to drive SLAs and sorting. Tags add a flexible second axis for reporting and automation.