Ticket Status Workflow: From New to Closed

Understanding the ticket status lifecycle is essential for managing your support queue effectively. This guide explains every status, how transitions work, and how to customize status labels.

Ticket Statuses

Support Genix has 7 built-in ticket statuses:

Status Lifecycle

Here’s the typical flow of a ticket through its lifecycle:

Customer submits ticket
        |
        v
    [ New (N) ]
        |
   Agent picks up
        |
        v
    [ Active (A) ]
        |
        +----> Agent working on it ----> [ In Progress (P) ]
        |                                       |
        |                                       v
        +----> Waiting on customer ----> [ Inactive (I) ]
        |                                       |
        |                               Customer replies
        |                                       |
        v                                       v
    [ Closed (C) ] <-------- Issue resolved ----+
        |
   Customer replies
        |
        v
    [ Re-opened (R) ]
        |
        v
    (Back to Active workflow)

Additional Transitions

• Any status > Trashed (D) — Agent moves ticket to trash.
• Trashed (D) > Restored — Agent restores the ticket to its previous status.
• Trashed (D) > Permanently Deleted — Ticket is removed from the database.

Status Transitions in Detail

New > Active

• Happens when an agent first interacts with the ticket (replies, changes status, or assigns it).
• Indicates the ticket is being handled.

Active > In Progress

• Agent manually sets this to indicate they’re actively investigating.
• Useful for distinguishing between “queued” and “being worked on”.

Active/In Progress > Inactive

• Set when the agent is waiting for the customer to provide more information.
• Helps agents focus on tickets that need their attention.

Inactive > Active

• Automatically triggered when the customer replies.
• Brings the ticket back to the agent’s active queue.

Any > Closed

• Agent marks the ticket as resolved.
• Customer receives a notification that the ticket is closed.

Closed > Re-opened

• Triggered when a customer replies to a closed ticket (if allowed by settings).
• Agent can also manually reopen a closed ticket.
• The ticket re-enters the active workflow.

Note: You can prevent customers from replying to closed tickets under Settings > General by enabling “Disable closed ticket reply”. When enabled, customers see a custom notice instead of a reply form.

Any > Trashed

• Agent moves the ticket to trash via the ticket actions or bulk operations.
• Trashed tickets can be restored.

Trashed > Permanently Deleted

• Only available from the Trashed view.
• Permanently removes the ticket and all associated data (replies, notes, attachments).
• This action is irreversible.

Auto-Close and Auto-Delete (Pro)

With the Auto-Close feature enabled, tickets progress through an automated cleanup lifecycle:

1. Auto-Close — Tickets with no customer response for X days are automatically closed.
2. Auto-Trash — Closed tickets are automatically trashed after X days.
3. Auto-Delete — Trashed tickets are permanently deleted after X days.

Each stage is independently configurable. See Automatic Ticket Closing and Cleanup for details.

Customizing Status Labels (Pro)

You can rename any status label to match your team’s terminology.

1. Go to Support Genix > Settings > General > Status.
2. Edit the labels:
3. Click Save.

Changes apply everywhere — the dashboard, customer portal, email notifications, and reports.

Note: Only the display labels change. The internal status codes (N, A, P, I, C, R, D) remain the same in the database and API.

See Customize Ticket Status Labels for the full guide.

Status Colors in the Dashboard

Each status has a color code for quick visual identification:

• New / Active / In Progress / Re-opened — Blue badges
• Inactive — Orange badge
• Closed / Trashed — Red badges

Who Can Change Ticket Status?

Tip: Enable “Close ticket option for customer” under Settings > General to allow customers to close their own tickets.

Related Docs

• Automatic Ticket Closing and Cleanup
• Customize Ticket Status Labels
• Support Agent Guide