Ticket statuses

The help desk has six built-in statuses. Replying, closing, reopening and merging move a ticket between them. On top of those you can add your own status names, such as “On hold” or “Waiting on vendor”. Each custom status sits under one built-in status and behaves exactly like it; only the name your team sees changes.

Open Flow → Ticket Statuses.

The built-in statuses

Status	Meaning
New	New ticket; nobody has replied yet.
Pending	The customer replied and is waiting for the team.
In Progress	An agent is working on it.
Answered	The team replied and is waiting for the customer.
Closed	Solved and closed.
Merged	Combined into another ticket.

The built-in statuses cannot be edited or deleted. The Tickets column shows how many tickets are in each.

Custom statuses are listed under the built-in status they belong to. Use the arrows in Ordering to move a custom status up or down within its group.

Adding a status

1. Click Add Status.

2. Fill in the form (below).

3. Click Save Status.

Field	What it does	Default
Title	The status name your team sees. Required.
Behaves as	The built-in status it belongs to. Lists, reports, auto-close, overdue marking and the SLA clock all follow this built-in status. Required.	Pending
Description	A short explanation, shown under the title in the list.
Color	The colour shown in the list.	#2563eb
Ordering	Its position within its group.	After the last status
Default	Saved and shown in the list. Only one custom status per built-in status can be the default. In 1.3.0 nothing applies the default automatically.	No
Status	Active statuses are offered on tickets and their name is shown. Disabled ones are not.	Active

Using a custom status on a ticket

On a ticket’s page in the administrator, the Status list groups the statuses under New, Pending, In Progress and Answered, with the custom statuses of each. Pick one and the ticket moves straight away. The ticket then shows both its built-in status and its custom name, so you can see how the help desk is treating it.

• Closing has its own button, and a closed or merged ticket is not reopened from this list. Custom statuses under Closed or Merged can be created but are never offered here.
• A custom name lasts only while the ticket stays on its built-in status. When a reply, a reopen or a close moves the ticket on, the custom name stops showing.
• Picking a plain built-in status clears the custom name.

Deleting a status

Click the delete button in the list. The Tickets column shows how many tickets carry the custom status. They keep their built-in status; only the custom name goes.