Ticket status after an agent replies

Velaro can change a ticket's status automatically when an agent sends a reply. The default matches

Zendesk and Freshdesk: the ticket moves to Pending (waiting on the customer).

Site setting

Admin > Ticketing > Configuration > After an agent replies

• Set to Pending (default): a public reply on a New or Open ticket moves it to Pending.
• Keep status unchanged: the ticket stays as it was.
• Resolve the ticket: a public reply resolves the ticket.

Rules

• Only public replies to the customer change status. Internal notes never do.
• Only New and Open tickets change. Pending, Resolved and Closed tickets are never altered by a reply.
• When the customer replies (email or the customer portal), a Pending or Resolved ticket goes back to Open.
• Resolved tickets close automatically after the Auto-Close after Resolve window (default 72 hours).

Per-reply override

Agents can override the site setting for one reply. On web, use the status picker next to the Send

button on a ticket (Send, Send & set Pending, Send & keep Open, Send & Resolve). On mobile, the

expanded ticket editor offers Send, Send & Pending and Send & Resolve. The per-reply choice always

wins over the site setting.

API

PUT /api/Ticket/configuration accepts agentReplyStatusMode (pending, keep_open, resolve;

an empty string resets to the default). POST /api/Messages accepts an optional ticketReplyStatus

with the same values for a single reply.