Custom Statuses
Learn how to customize the Status field
Overview
The Status field comes with a set of default values:
Open
In-progress
Escalated
Waiting for customer
On-hold
Closed
These values can represent different stages of the ticket through its lifecycle, from Open, to Active and finally Closed.
Customized Statuses
Statuses can be customized to your needs, for example with additional and changed values:
Open
In-progress
Queued
Waiting for approval
Escalated to Engineering
Solved
You can customize all your account statuses on the Manage fields page by editing the Status field.
Classifications
The classifications defines the real state of a Status. Any custom statuses you add will be classified as an Active state.
Open = Ticket is created and opened. This state can not be removed.
Active = Ticket is active and not closed nor opened.
Closed = Ticket is closed. This state can not be removed.
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