Update Ticket Status
Moving a ticket through its workflow keeps your team aligned on where work stands.
Progress the ticket from open through to closed as work is picked up and completed.
Ticket status flow
open
→
triage
→
in_progress
→
closed
| Status | Meaning |
|---|---|
open | Ticket has been created; not yet reviewed. |
triage | Being assessed and prioritized. |
in_progress | Active work is underway. |
closed | Work is done. Ticket is read-only — no further edits or status changes. |
Before you start
The ticket must already exist and be visible in your current scope. You need the ticket's reference number or enough details to find it in the list.
Steps
-
Go to Tickets in the main navigation.
-
Find your ticket — search by reference number (e.g.,
TKT-0041), title keyword, or use the status filter to narrow the list. -
Click the ticket to open its detail view.
-
Find the Status control in the ticket detail — typically in the right-side panel or near the top of the ticket.
-
Select the new status from the dropdown or click the action button for the target state.
-
Confirm if prompted.
What happens next
- The ticket status updates immediately.
- The change is recorded in the ticket's audit history with a timestamp.
- Once closed, the ticket cannot be edited or have its status changed.
Example walkthrough
Scenario
A high-priority incident comes in as
open. You pick it up for investigation.
- Open ticket
TKT-0012. - Move status to
triage— you're assessing severity and deciding next steps. - Severity confirmed; action needed. Move to
in_progress. - Fix applied and verified. Move to
closed.
Admin note
Admins can update ticket status across all organizations. The workflow is identical —
just make sure you are viewing the correct org's ticket list before acting.