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.

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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.