Ticket statuses

Ticket statuses are used to monitor what stage each ticket has reached in your response process. For example, some statuses might be:

  • Not started
  • In progress
  • Complete

You can filter your ticket lists by these statuses to make sure you keep track of them.

Creating a ticket status

You can create new ticket statuses to suit your workflow as follows:

  1. Go to Settings > Helpdesk > Ticket statuses.
  2. Click Add a new status.
  3. Enter a name for the status.
  4. Select a color for the status.
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  5. Click Save.
  6. Use the arrows on the left to click and hold then drag the statuses into order for your ticket cycle.
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Default statuses

There are three statuses which are linked to actions on the ticket:

  • A customer raising a new ticket or a staff member creating a ticket in the back office is automatically assigned to the default status for new tickets
  • A customer updating a ticket automatically updates the ticket status
  • A ticket assigned to the "closed" status closes the ticket

All three of these default statuses can be found under Settings > Helpdesk > Helpdesk settings.

Learn more about helpdesk settings here.

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