A ticket's status shows where it is in your process. You move it as the work advances, and some statuses quietly start background follow-ups.
Two ways to change it
On the Kanban board, drag the card to another column.
Inside the ticket, use the Status select in the right panel.
The four statuses are Open, In progress, Waiting on customer, and Resolved. Resolved is the end; there is no Closed status, and nothing changes a ticket's status on its own.
What a status sets off
A ticket left on Waiting on customer with no activity for several days nudges its owner with a reminder to follow up.
A ticket left on Resolved and untouched for a week gets a note in its timeline that it looks safe to close. This is only a hint: the ticket stays Resolved.
Snooze instead
If you cannot act on a ticket yet, snooze it (1 hour, 4 hours, 1 day, 3 days, or 1 week) instead of changing its status. A snoozed ticket drops out of the default list and comes back when the timer ends, or when you choose Wake up now.