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

# Ticket statuses and replies

> When you can reply, close, reopen, and how status changes automatically.

Ticket statuses:

* open
* in\_progress
* pending\_user
* resolved
* closed

User replies are blocked only when status is closed.

You can reopen tickets in status closed or resolved.

If support replied and your ticket is pending\_user, sending a new user reply moves it back to open for support follow-up.

Internal admin notes are not visible in the customer ticket view.


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