> ## Documentation Index
> Fetch the complete documentation index at: https://docs.oration.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Ticket statuses

> Statuses are the workspace catalog of states. Five system statuses ship with every workspace; you can add custom ones in any category.

A ticket always points at a **status**. Statuses are shared across types. Each type [attaches](/guides/tickets/types/statuses) the subset it wants in its picker.

Configure the catalog at **Settings → Contact Center → Tickets → Ticket Statuses**.

## Status categories

Every status belongs to one **category**. The category is what the product uses for behavior — not the label you type.

| Category                | Meaning                                                                                                      |
| ----------------------- | ------------------------------------------------------------------------------------------------------------ |
| **Submitted**           | Newly opened; waiting to be picked up                                                                        |
| **In progress**         | Someone is working it. New tickets start here by default.                                                    |
| **Waiting on customer** | Blocked on the customer. A customer reply should return the ticket to the type’s default in-progress status. |
| **On hold**             | Blocked on a vendor, system, or internal team. Customer notifications default off.                           |
| **Resolved**            | Work is finished. A later customer reply does **not** automatically reopen it.                               |

You can add **custom statuses in every category**. *Waiting on finance* and *Waiting on engineering* can both sit in Waiting on customer, with different labels and colors.

## System statuses

Every workspace starts with five system statuses:

| Internal label      | Customer-facing label | Category            | Notifies customer |
| ------------------- | --------------------- | ------------------- | ----------------- |
| Submitted           | Submitted             | Submitted           | Yes               |
| In progress         | In progress           | In progress         | Yes               |
| Waiting on customer | Waiting on you        | Waiting on customer | Yes               |
| On hold             | On hold               | On hold             | No                |
| Resolved            | Resolved              | Resolved            | Yes               |

System statuses:

* Cannot be archived
* Cannot be cloned
* Are attached to every new ticket type

You can still edit labels, colors, and notification flags on system statuses if your process needs different wording.

## Dual labels

Each status has two names:

* **Label** — what teammates see in the inbox, Slack, and internal tools
* **Customer-facing label** — what customers see on shared tickets

That is why *Waiting on customer* can read *Waiting on you* to the person who opened the request.

## Notifications

**Notify customer on enter** controls whether moving a **shared** ticket into this status should notify the customer.

* Leave it on for progress the customer should know about.
* Leave it off for on-hold or internal-only pauses.

Unshared back-office tickets and tracker tickets do not notify customers regardless of this flag.

## Default status

One catalog status can be marked as the workspace fallback submitted state. For **new tickets**, the type’s attached **default in-progress** status wins. If a type has no default in-progress attachment, ticket create asks you to attach one.

## Next

<CardGroup cols={2}>
  <Card title="Add custom statuses" icon="plus" href="/guides/tickets/statuses/customize">
    Create, clone, archive, and color statuses without touching the system five.
  </Card>

  <Card title="Attach them to types" icon="link" href="/guides/tickets/types/statuses">
    Types opt in. The same Waiting on finance status can appear on many types.
  </Card>
</CardGroup>