Skip to main content
Status automation lets Thread update your PSA ticket statuses for you when something happens on a ticket: a technician replies, a contact writes back, an approval comes in, Auto-dispatch assigns a technician, the Triage Agent finishes, or a voice call starts or ends. You set it up once per board, and tickets keep moving without anyone changing the status by hand. Settings apply to one board at a time. Depending on your PSA, a board can also be called a queue or a team.

Open a board

  1. In Thread Admin, go to Automation and select Status automation.
  2. Each board you’ve configured is listed with how many of its events are mapped, for example 3 of 18 events mapped. Use Search boards to find one by name.
  3. Select a board to open it. To set up a board that isn’t listed yet, select Add board and pick it from the list.
The Status automation page in Thread Admin, listing PSA boards such as Help Desk, NOC, and Professional Services, each with a count of mapped events
The Add board dropdown open on the Status automation page, with a searchable list of PSA boards
The board page groups its settings into Conversation, Approvals and dispatch, Magic agents, Voice AI, and Status groups. Each event has a Set ticket status to dropdown that lists the board’s PSA statuses. Events you leave on Not set never change the status.

Step 1: Fill the Done and Waiting status groups

Start at the bottom of the board page with Status groups. Thread uses these groups to know what a status means, and some events depend on them. Select Add status next to a group to add one of the board’s statuses. A status can belong to only one group.
The Status groups section with Waiting and Done groups, and the Add status dropdown listing the board's PSA statuses

Done

Thread treats a ticket as done when its status is either:
  • marked as a closed status in your PSA, or
  • added to the board’s Done group.
Add every status that means the work is finished but that your PSA doesn’t mark closed or resolved, such as Completed (QA) or Marked for review. Add them when you first set up the board.

Waiting

The Waiting group holds statuses where your team is waiting on someone, such as Waiting on Customer or On Hold. It’s optional, but the Contact replies while ticket is in “Waiting” status event needs at least one status here to work.

When you click Save, what happens?

When you save a board that has statuses in its Done group, Thread checks how many active threads on that board are already in those statuses. If it finds any, a confirmation appears before anything is saved. It shows the total, for example “12 active threads are using the statuses you mapped to Done”, with a breakdown per status.
  • Cancel. Nothing is saved, and your changes stay on the page.
  • Keep them open. The mapping is saved, and those threads stay active in Inbox for a technician to finish. Thread shows “Mapping saved. X active threads left open.”
  • Close X threads. The mapping is saved, and Thread closes those threads in the background.
If no active threads match, the confirmation is skipped and the mapping saves straight away. While threads are closing, a “Closing X threads…” bar appears at the top of the Status automation page and the rest of the page is locked, so a second save can’t start on top of the first. If you reload or come back to the page, Thread picks the running job back up, including a job another admin started. When the job finishes, Thread shows one of these messages:
  • “X threads closed and mapping saved.” The job you started finished.
  • “X threads closed.” A job that was already running, started by another admin or an earlier session, finished while you had the page open.
  • “Closing threads failed. Please try again or contact support.” The job failed. If you started it from this page, the message includes Try Again.
  • “Mapping saved, but another backfill was already running, so your Done threads were not closed.” Another job was already running in the workspace, so yours didn’t run. The message includes Try Again.
  • “Still closing threads in Done. Refresh the page to check whether it finished.” Thread stopped tracking the job. It may still be running, so reload the page to check.
Closing only reaches threads that are active right now, on this board, in a status you just added to Done. It doesn’t touch other boards, threads that are already closed or archived, or threads that move into a Done status later. Changes to the Waiting group and deleting a status group don’t trigger it.

Step 2: Map the events

Every event is optional. Pick a status only for the moments you want Thread to handle. Status names can be visible to your end users in Messenger, so choose names that read clearly from the customer’s side.
The top of a board page showing the Conversation and Approvals and dispatch sections, each event with a Not set status dropdown

Conversation

Under Technician sends first reply, the Also apply to PSA-sourced tickets switch decides which tickets the first-reply status covers. When it’s off, the status only applies to tickets that started in chat. Turn it on to include tickets created in your PSA.

Approvals and dispatch

Magic agents

Voice AI

The Voice AI section appears only for workspaces with Voice AI.
The Voice AI section of a board page with seven call events, followed by the Status groups section
For how voice statuses interact with the call recap and with existing tickets, see How Voice AI statuses apply.

Step 3: Save the board

Select Save in the top right of the board page. Nothing takes effect until you save. Repeat for each board, since settings don’t carry over between boards.

Best practices

  • Fill the Done group before you map any events, and add every applicable status the first time.
  • Give each event its own clear status, so your team can tell from the status alone whether a technician, the Triage Agent, or Voice AI is handling the ticket.
  • Review each board on its own so its mappings fit how that board works.
For a description of every event, see Status Automations. For help setting this up, contact your Thread Customer Success Manager or Thread Support.