Creating and managing a custom status

Adding a status, choosing its category, and writing the description your agents will actually read in the dropdown.

Adding a status, choosing its category, and writing the description your agents will actually read in the dropdown.

Create a status

1. Open Admin Center, then Objects and rules, then Tickets, then Ticket statuses.
2. Click to add a status and pick its category.
3. Set the agent label: what your team sees.
4. Set the end user label: what customers see in the help centre.
5. Write a short description explaining when to use it.
6. Activate it and add it to the forms that need it.

The category is the important choice

It decides behaviour and reporting, and it cannot be changed afterwards. Ask what should happen when the customer replies: if the ticket should reopen, the category is Pending. If it should stay where it is, the category is On-hold.

Getting this wrong is not cosmetic. A "waiting for parts" status placed under Pending means every customer chasing an update quietly resets it.

Two labels, two audiences

The end user label appears in your help centre. Internal wording like "Awaiting T2 triage" tells a customer nothing and sounds like a delay. Something plain such as "In progress" is better for them and costs you nothing.

Write the description

The description shows in the picker while an agent is choosing. It is the cheapest way to keep usage consistent across a team, and the thing most people skip. One sentence saying when to pick this one rather than the neighbouring one is enough.

Managing them later

Statuses can be deactivated, which stops new use while leaving history intact. Tickets on a deactivated status keep it until someone changes them.

See also

• Setting statuses on forms
• What custom ticket statuses are