Create custom ticket statuses

Available on: Growth, Pro, Enterprise.

Custom statuses refine the five status categories: New, Open, Pending, On-hold and Solved. For example, "Waiting for warehouse" in On-hold, or "Escalated" in Open. A ticket's status is always its custom status's category, so views, rules, SLAs and reports keep working.

Add a status

1. Open Admin Center, Tickets, Ticket statuses and choose Add status.
2. Pick the Category. It can't be changed after the status is created.
3. Enter the Agent label and, if you like, an End-user label that customers see in the help centre. Leave it empty to use the agent label.
4. Add a Description for agents and a Description for end users.
5. Choose Create status.

Order statuses within a category with Move up and Move down. Make default marks the status used by default for its category.

Deactivate a status

Choose Deactivate. If open tickets use it, pick a status of the same category to move them to. Agents can no longer pick it.

Closed is a system status: tickets close automatically after being solved and keep their solved status.

What agents see

The Submit as menu shows your custom statuses, and the ticket list shows them too.

Related

• Ticket statuses
• Automations