Changing a ticket status and archiving tickets

Every ticket sits in exactly one state. On the board that is the column it is in, in the ticket view it is the coloured badge at the top. AdenAI usually sets the status itself, but you can change it by hand at any time.

The five states

Status	What it means
Open	The ticket is waiting. It sits in the queue, AdenAI has not picked it up yet.
In progress	AdenAI is working on it right now. Credits are deducted continuously while it does. Next to it you can see whether it is still planning or already building.
Done	The job is finished. Result and preview are in the ticket view.
Blocked	It cannot continue without you. The reason is a message in the thread.
Failed	The run ended without finishing. If it was our fault, half of what it used comes back. A run you cancelled yourself ends up here too, and that one is not refunded.

Blocked is not an error, it is a question. Typical reasons: your balance is empty, your plan does not allow another page, or AdenAI needs a decision from you. The reason is always in the thread. A run you cancelled yourself goes to Failed instead, because Blocked means "waiting for you" here.

What happens on its own

• A new ticket starts as Open.
• When AdenAI picks it up it becomes In progress, and from then on what it uses is deducted continuously.
• At the end it becomes Done, Blocked or Failed.
• If you reply to a ticket that was already done, blocked or failed, it goes back to Open automatically and gets another pass. That is the normal route for "almost, but not quite". If it was in the archive, that reply brings it back out too.

Where to change the status yourself

Open the ticket and scroll down. Below the thread there are several collapsed sections. One of them is called Change status. Clicking the row opens it, and inside there is a dropdown and a Save button.

It is collapsed, not gone. Whatever you open stays open: once you have expanded the section, it is already open on the next ticket.

Changing it yourself makes sense in three cases:

• Back to Open when you want to retry a blocked ticket after clearing whatever stopped it (topped up credits, changed plan, stored credentials).
• To Done when the result works for you even though AdenAI reported something else. Your judgement wins.
• To Blocked when you want to take the ticket out of the queue for now without putting it away.

My ticket is not moving

If it has been stuck in the same state for hours, first check which one. The way out differs.

It says Open. Then it is waiting. Your account only ever works one ticket at a time, so that two runs do not get in each other's way. At the top of the ticket view you will therefore see either "Up next", a position in the queue, or the sentence "AdenAI is working on another one of your tickets". If another ticket holds yours up for more than ten minutes, AdenAI writes that into the thread as well. If nothing is shown at all, the ticket is archived, see further down.

It says In progress. Then the progress line at the top tells you where AdenAI is, "step 5 of 8". If that number does not move for hours, write to support and give us the ticket number. While it is still planning, by the way, you can still add something to the same run, see While AdenAI is working.

It says Blocked. Then AdenAI is waiting for you, and the reason is a message in the thread. Common causes are an empty balance, a frozen account, or a question. Clear the obstacle and then set the status back to Open by hand, otherwise it just sits there.

Going through Change status is the emergency exit in all three cases: back to Open, and the ticket queues up again.

Putting a ticket away: the archive

Since 2026-08-11 a ticket is no longer deleted, it is archived. That is why the button at the very bottom of the ticket view says Archive ticket. There is no confirmation, because the step can be undone.

One exception: if AdenAI is working on the ticket right now, it asks once. Not because it is dangerous, but because money is attached to it. The run that has started finishes and is charged, and the result then lands in the archive. If you want AdenAI to really stop, the way to do that is Cancel run, see While AdenAI is working.

An archived ticket:

• appears in no list and in no column of the board,
• counts towards no number, neither in the report nor in the queue,
• is not worked on by AdenAI any more,
• keeps its description, thread, work plan and status.

The status stays on the ticket so that you know where it will show up when you bring it back.

Opening the archive, bringing a ticket back

In your project, below the status switches, there is a line such as "3 tickets in the archive". If the archive is empty, that line is not there. One click opens the archive page, newest ticket first.

Each ticket there has two buttons:

• Restore brings it back into the normal list, in exactly the state it was in. No confirmation, nothing is lost.
• Delete permanently leads to its own page listing what will disappear. Only the click there really deletes.

If you open an archived ticket directly, a yellow strip at the top tells you where it is and offers Restore.

You do not have to hunt for that button, though. Reply to an archived ticket and AdenAI brings it back out of the archive on its own, and says so in the thread. The same happens when you set its status to Open by hand. Both mean "carry on here", and a ticket that says Open has to be able to actually run.

The other states change nothing: set an archived ticket to Done or Blocked and it stays put away. In the archive the status is only a note. And if you want to put it away again after replying, just press Archive ticket at the bottom once more.

Deleting for good

That works only from the archive. A ticket that is still in the normal list cannot be deleted at all. The detour through the archive is the real safeguard: only what you have already put away once can be deleted.

When you submit, AdenAI asks once more. If you have set up two-factor sign-in, it asks for the six-digit number from your app, otherwise for your password. Description, thread and work plan are gone afterwards. Everything else is under Deleting: ticket, project, account.

What the status does not do

Changing it by hand costs no credits and refunds none either. Charging only happens while AdenAI is actually working, see Credits. And whether you archive a ticket or delete it: whatever AdenAI already built for it stays in the project. What gets deleted is the request, not the result.