Statuses

Threads move through a simple lifecycle:

• New is set automatically when a thread is created. Agents cannot set this manually.
• Open / Pending / Solved are set by agents from the thread or with bulk actions. Admins can rename these and add custom statuses in Admin → Statuses.
• Closed is set automatically. Solved threads with no activity for 7 days are closed by the system. New email on a closed conversation starts a fresh thread, and agents can start one from a closed thread with Create follow-up.