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Statuses track ticket progress through your workflow. Use five system statuses as categories, then create custom sub-statuses underneath them for granular process management. Assign custom statuses to specific to match different workflows.

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System statuses

Every ticket uses one of five system statuses. These categories organize your workflow and serve as groups for custom sub-statuses.

Open

New tickets that haven’t been started. This is the default status for all newly created tickets.
Tickets actively being worked on by team members.
Tickets on hold or waiting for external input, customer response, or other dependencies.
Tickets that have been completed and resolved but may need final verification.
Tickets fully completed and archived.
System statuses cannot be deleted or modified. They serve as permanent categories for organizing your workflow.

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Status hierarchy

Ravenna uses a two-level status system:System statuses
  • Five main categories (Open, In Progress, Waiting, Done, Closed)
  • Available to all tickets regardless of form
  • Cannot be deleted or modified
  • Serve as groups for custom sub-statuses
Custom sub-statuses
  • Created under system status categories
  • Must be assigned to specific forms to be usable
  • Provide granular tracking for specific processes
  • Each form can have different available sub-statuses
This hierarchy lets you create detailed status flows for different ticket types while maintaining consistent top-level categories across your organization.

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Create custom statuses

Custom sub-statuses provide specific status options beyond the five system statuses. After creating a custom status, assign it to forms to make it available for tickets.
1

Navigate to status settings

Go to Settings > Statuses to access status management.
2

Create new status

Click Add to open the create status modal.
3

Configure status

Enter a label for your custom status and select which system status it belongs under.
4

Save status

Click Save to create the status.
Custom statuses won’t be usable until assigned to forms. Continue to the next section to assign them.
Status labels must be unique across your workspace. You can’t create or rename a sub-status to a label that’s already used by another status, even if that status sits under a different system status group.

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Assign statuses to forms

Custom statuses must be assigned to specific before they appear as options on tickets.
1

Navigate to forms

Go to Settings > Forms to configure form statuses.
2

Select form

Select the form you want to configure.
3

Access statuses

Navigate to the Statuses section for that form.
4

Assign custom statuses

Select which custom sub-statuses should be available for tickets created with this form.
5

Save configuration

Click Save to apply the status configuration.
Example: Create “Needs Review” and “Testing” sub-statuses under “In Progress”, then assign them to your Bug Report form. Feature Request forms can have different sub-statuses like “Planning” and “Awaiting Approval”.

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Remove a status from a form

Removing a status from a specific form keeps the status itself in your workspace. Only that form’s tickets currently in the status are affected.
1

Open the form's statuses

Go to Settings > Forms, select the form, and open the Statuses section.
2

Remove the status

Remove the status from the form’s list.
3

Pick a target status (if prompted)

If any of that form’s tickets are still in the removed status, Ravenna prompts you to pick a target status. Only statuses that the form still offers are selectable.
4

Confirm

Ravenna moves those tickets to the target status through a bulk status update. If the removed status was the form’s default, the default is repointed to the target, or cleared when no tickets needed moving.

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Delete a custom status

Deleting a custom status removes it from the entire workspace. System statuses cannot be deleted, and you cannot delete the only remaining status under a system status group.
1

Open status settings

Go to Settings > Statuses.
2

Delete the status

Open the menu on the status row and select Delete.
3

Pick a target status (if prompted)

If any tickets in the workspace still use this status, Ravenna prompts you to pick another status in the same workspace to move them to. You can’t move tickets to the status being deleted.
4

Confirm

Ravenna moves the tickets to the target status through a bulk status update, then deletes the status. Any form that used the deleted status as its default is repointed to the target. When no tickets needed moving, there is no target, so those forms are left without a default status.
Ticket migration and the delete run in the same transaction. If the migration fails, no tickets move and the status is not deleted. When you pick a target, deleted, unpublished, and merged tickets in the status move with the rest in the same transaction.
Because the move uses the standard bulk update pipeline, each ticket’s status-changed timestamp, timeline entry, and status-based fire exactly as they would for a manual bulk status change. Migrations are capped at 500 tickets per delete; move some tickets manually if you’re above the cap.

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Use statuses

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Set status during creation

When creating a ticket:
  • Default status is Open
  • Available statuses include all system statuses plus custom sub-statuses assigned to the selected form
  • Status can be changed immediately after creation

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Change status

Individual ticket updates

Update status from the ticket detail page:
1

Open ticket

Navigate to the ticket you want to update.
2

Change status

Click the status field and select the new status from the dropdown.
3

Automatic save

The status change saves automatically and records in ticket history.
Update multiple tickets at once:
1

Select tickets

From the ticket list, select multiple tickets using checkboxes.
2

Open bulk actions

Click the bulk actions menu.
3

Update status

Select “Update Status” and select the new status.
4

Apply changes

Confirm to apply the status change to all selected tickets.
Send a reply and resolve the ticket in a single action using the Send and resolve option in the message composer.
1

Open the send menu

Click the dropdown arrow next to the Send button in the message composer.
2

Select Send and resolve

Select Send and resolve from the menu. This becomes the default action for subsequent messages.
3

Send your message

Click the button or press to send the message publicly and set the ticket status to Done.
Configure to automatically update statuses based on ticket events, conditions, or actions.Common patterns:
  • Auto-progress to “In Progress” when ticket is assigned
  • Move to “Waiting” when requesting customer information
  • Change to “Done” when resolution is posted

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Organize with statuses

Use statuses to organize and filter your ticket list.

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Filter by status

Use status filters in to focus on relevant tickets:
  • Filter by specific status or status group
  • Show only tickets with certain statuses
  • Exclude tickets with specific statuses
  • Create saved filters for quick access

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Group and sort

List and table views
  • Group tickets by status for better organization
  • Collapse or expand status groups
  • See ticket counts per status
  • Sort by status in alphabetical or custom order
Kanban view
  • Organize tickets in columns by status
  • Drag and drop tickets between status columns
  • Visual process management with status-based workflow

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Form-specific configurations

Different forms can have different available statuses to match their workflows.Bug reports might use:
  • Open → In Progress → Needs Review → Done → Closed
Feature requests might use:
  • Open → Planning → In Progress → Testing → Done → Closed
Support tickets might use:
  • Open → In Progress → Waiting → Done → Closed
System statuses are always available to all forms. Custom sub-statuses must be explicitly assigned to each form where they should appear.
Learn more about building workflows with status conditions and actions
Last modified on September 28, 2026