Ticket Status Flow: What Happens to a Ticket, In Order

Overview

A ticket moves through five statuses: New, Open, Pending, Resolved, Closed. Velaro changes the status for you at each step, so agents rarely set it by hand.

The order of events

1. Customer contacts you (email, portal, chat handoff). A ticket is created as New.

2. An agent picks it up or replies. The ticket is Open.

3. An agent sends a public reply. By default the ticket moves to Pending (waiting on the customer). This matches Zendesk and Freshdesk.

4. The customer replies (email or the customer portal). A Pending or Resolved ticket goes back to Open, and the linked conversation reopens with it.

5. The agent resolves it. Status is Resolved.

6. After the Auto-Close window (default 72 hours, set by Auto-Close Hours), a Resolved ticket becomes Closed.

What changes status and what does not

• Only public replies to the customer change status. Internal notes never do.
• A reply only changes tickets that are New or Open. Pending, Resolved and Closed tickets are not altered by an agent reply.
• Customer replies always win: they reopen Pending and Resolved tickets.

Site setting: After an agent replies

Admin > Ticketing > Configuration > After an agent replies

Per-reply override

An agent can pick the outcome for one reply. The per-reply choice always beats the site setting.

• Web: the status picker next to Send: Send, Send & set Pending, Send & keep Open, Send & Resolve.
• Mobile: the ticket editor offers Send, Send & Pending, and Send & Resolve. Send & Resolve sends the reply first, then resolves.

Mobile app: resolving from your phone

Resolving a ticket in the mobile app updates both the ticket status and the conversation, so web and mobile always show the same state.

Mobile app: Appearance and Privacy

Profile > Appearance has four tabs:

• Theme: Light, Dark or System.
• Accent color: blue (default), purple, pink, orange, red or green. All pass accessibility contrast in light and dark.
• Density: Comfortable (default), Cozy or Compact. It changes Inbox cards, Ticket rows and Profile rows.
• Background: a small set of images behind the Inbox and Profile headers, or None.

Profile > Privacy holds the privacy controls for the mobile app.

Common questions

Why did my ticket go to Pending? An agent sent a public reply and the site setting is Set to Pending. Change it under Admin > Ticketing > Configuration > After an agent replies, or pick a different option when sending.

Why did a Resolved ticket reopen? The customer replied by email or through the portal.

Why did my note not change the status? Internal notes never change status.

When does a ticket close? Auto-Close Hours after it is Resolved (default 72).

API

PUT /api/Ticket/configuration accepts agentReplyStatusMode (pending, keep_open, resolve; empty resets to the default). POST /api/Messages accepts an optional ticketReplyStatus with the same values for a single reply.