Status Mapping in Thread

Updated by Bryan Chapman

The first and most important step in setting up status mapping is configuring a Status Group for "Done". This group is not retroactive, so it’s important to include all statuses that indicate closure or resolution—such as "Closed", "Resolved", or "Completed"—when you first create your Thread workspace. Once the "Done" group is established, you can optionally configure status change mappings to automate status transitions based on specific triggers or user actions.

All configurations are applied at the board, queue, or team level, depending on your ticketing system.

Status Mappings can be configured by going to Inbox Preferences → PSA Board Mappings section, at the bottom of each board’s settings.

The "Done" group should include all statuses that represent a ticket being completed or resolved, such as:

  • Closed
  • Completed (QA)
  • Resolved

This group is critical for accurate tracking of resolution workflows and for enabling automated transitions such as closing threads after confirmation.

This status group is not retroactive—make sure all applicable “closed” or “resolved” statuses are added when you first create your Thread workspace.

Started (Optional)

The "Started" group includes statuses that indicate active work on a ticket. Common examples are:

  • In Progress
  • Waiting on Customer

While optional, this group is particularly useful when paired with the status change mapping that triggers when a contact replies to a thread in a "Started" status. This mapping helps keep active tickets from slipping into inactivity by ensuring timely reassignment or review.

2. (Optional) Configure Status Change Mappings

With Status Groups configured, you can optionally set up automatic transitions triggered by specific thread activity. These mappings reduce manual status updates and ensure consistency across workflows.

Note statuses configured in Thread are visible to end-users in the Messenger chat application. Choose clear and appropriate status names that reflect progress or resolution accurately from the customer's perspective.

Available triggers include:

When a Contact Replies After the First Agent Reply

Automatically moves the thread to a mapped status to resume visibility and SLA response tracking, such as:

  • Waiting for Technician
  • Updated

When a Contact Replies to a Closed Thread

Reopens the thread and sets it to a visible status, ensuring it re-enters active workflows, such as:

  • Reopened
  • New

  • When a TimePad Entry Has a Resolution Flag

Moves the thread to a resolved status when TimePad marks the issue as resolved, such as:

  • Resolved
  • Completed
  • Closed

When a Contact Replies to Threads in the "Started" Group

Ensures the thread stays in a visible, active state when customer engagement resumes, such as:

  • In Progress
  • With Customer
  • Waiting on Customer

When an Approval is Made

Transitions the thread to a designated status when a request is approved, such as:

  • Approved
  • Accepted

When an Approval is Finished (Declined, Canceled, etc.)

Updates the status to reflect the end of the approval process, aiding in visibility and closure, such as:

  • Declined
  • Cancelled

3. (Optional) Magic Agent Automation Mapping

If your team uses Magic Agents, you can also automate status updates based on agent activity:

When Magic Agent begins working on a thread

Sets the thread to a triage or intake status, such as:

  • Triage
  • Initial Review

When Magic Agent completes automation work and exits a thread

Moves the thread to a ready-for-review or next-step status, such as:

  • Ready for Dispatch
  • Awaiting Assignment

When a contact confirms resolution while the Magic Agent is engaged

Automatically marks the thread as closed, such as:

  • Closed
  • Confirmed Resolved
  • Completed

4. Saving Changes

Be sure to click Save at the bottom of the board configuration page after making any updates. Changes are not applied until saved.

5. Best Practices

  • Configure Status Groups before enabling any other automations.
  • Review configuration per board or queue to reflect the specific structure of your ticketing system.
  • Ensure that Magic Agent logic is clearly tied to appropriate status transitions to avoid workflow ambiguity.

For questions or implementation support, please contact your Thread Customer Success Manager or Thread Support.

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