Ticket Statuses

Choose the stages a ticket moves through and the colour each one shows in.

Overview

This guide covers the default statuses and how to add and change your own.

Who Can Access

Team members need Manage Ticket Statuses.

The Default Statuses

Step-by-Step Guide

1. Open the statuses

   Go to Settings → Ticket Statuses and find Ticket Statuses.

   

2. Add one

   Type the Status name, pick a colour, add an optional description your team sees, and click Add.

3. Change them

   Use the pencil to edit, the arrows to move a status up or down, and the bin to delete it. Reset to Defaults puts the four defaults back.

Statuses That Mean Something

• A status named Closed, Close or Resolved closes the ticket for the client: they can’t reply, and they can rate it.
• Spam also stops replies and the SLA clock.
• Your clients’ portal shows the tabs Open, Pending, Closed and Spam.

Frequently Asked Questions