# Changing ticket status

## Status Basics

In Keeping, every ticket has one of three statuses:

1. **Open** tickets indicate the ticket is waiting for action. New tickets are automatically set as *Open* when they arrive in your mailbox. 
2. **Pending** tickets are waiting on something. Set a conversation to *Pending* if you’re waiting to hear back from a customer, or you just need time to gather more information.
3. **Closed** tickets are solved conversations. Set the status to *Closed* when you’re finished working with the customer, and you consider the case to be resolved.  By default, a ticket is automatically closed when you reply (you can change this in your mailbox settings).
4. **Discarded** tickets are emails that you do not want included in your mailbox history.  When you discard a ticket, it's removed from the mailbox statistics and it cannot be assigned or prioritized.

{% hint style="info" %}
If your mailbox is connected via the "Sign in with Google" method, you can also choose to mark a discarded ticket as spam.  Doing so will mark the message as spam in your source mailbox.
{% endhint %}

If a customer replies back to a Pending or Closed ticket, the status will automatically be changed to Open. It’s not possible to edit existing status options, or add custom values to the status menu. We suggest [using tags for that](https://docs.keeping.com/help/fundamentals/using-tags).

## Using the Sidebar

You can manually set the status for a ticket by using the right sidebar.  You can do this at anytime if you need to update the status of a ticket.

![](https://1058495162-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FCHa8WIsJ5Z5NqmPmq5VS%2Fuploads%2FWZnBcEXwKAx4jPZh4un6%2FChange%20Status.png?alt=media\&token=9b8caec5-1227-415b-b6ba-6311d5409a4c)

## When Replying

**By default, a ticket is automatically closed when you reply** (you can change this in your mailbox's settings).  You can override this default behavior by using the "Keeping Button" to send your response and then choosing:

* *Send & close* to send your response and close the ticket.
* *Send & pending* to send your response and move the ticket to a pending status.
* *Send & open* to send your response and keep the ticket open.

![Click the Keeping logo when sending a message to change the status after you send.](https://1058495162-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FCHa8WIsJ5Z5NqmPmq5VS%2Fuploads%2F11C4sEl7zdFW8w5zjIy7%2FSend%20and....png?alt=media\&token=36e37430-1446-4870-b702-afb088b8855a)

## When Selecting Multiple Tickets

When viewing a list of tickets in Gmail (or in the Web Portal), select one or more to change a large group of tickets at once.  After you have enabled "multi-select mode" in Gmail, use the top menu bar to change the status *en masse*.

![Select multiple tickets to change the status en masse.](https://1058495162-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FCHa8WIsJ5Z5NqmPmq5VS%2Fuploads%2FJFFf9feqCH7EvJat9o7x%2FMass%20close....png?alt=media\&token=801caf22-4042-4238-b850-b030d446d7ab)

## Using a Workflow

Finally, you can also automatically change the status of a ticket using a Workflow.  With a Workflow, you can set a rule to match on when a ticket arrives, and then automatically change the status.  This is great for keeping your inbox tidy.  Read more in our Workflows help section.

{% content-ref url="../workflows/what-are-workflows" %}
[what-are-workflows](https://docs.keeping.com/help/workflows/what-are-workflows)
{% endcontent-ref %}