Workflow Statuses
Workflow statuses are the columns tickets move through on the board. You can rename, add, and reorder them for each workspace.
The default flow
Out of the box every workspace has four statuses, shown as lanes on the board:
- Open: new, not started
- Work in Progress: actively being worked
- Waiting: blocked, usually on the customer or a third party
- Closed: done
Customizing statuses
Go to Settings → Workflow Statuses. From there you can:
- Add a status (e.g. "In Review", "Approved"), it becomes a new board column
- Rename an existing status
- Reorder statuses to set the left-to-right flow on the board
- Mark which statuses count as open vs resolved/closed for reporting and SLA purposes
Statuses are per workspace, so different teams can run different flows. See workspaces for how that isolation works.
Transitions
Beyond the list of statuses, you can define transitions: which moves between statuses are allowed, and what happens on the way. Under Settings → Transitions you control the path tickets take (for example, requiring a ticket to pass through "In Review" before "Closed"), and which statuses prompt for a resolution type when a ticket is closed.