Plan requirement
| Subscription | Any plan |
| Access | Admin |
Adding a status, choosing its category, and writing the description your agents will read in the dropdown.
Create a status
- Open Admin Center, then Objects and rules, then Tickets, then Ticket statuses.
- Add a status and pick its category.
- Fill in Name (agent view): what your team sees.
- Fill in Name (end user view): what customers see in the help centre.
- Write both descriptions. There is one for each audience, and they do different jobs: the agent one keeps your team consistent, the customer one explains a wait.
- 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 agent description shows in the picker while somebody 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. The end user description is a separate box and reaches a different reader, so do not paste the same sentence into both.
Managing them later
Statuses can be deactivated from the options menu, which takes them out of the picker while leaving history intact. Tickets on a deactivated status keep it until someone changes them.
Deleting is a second step and a narrow one: a status has to be deactivated first, and it can only be deleted if no active ticket is still on it. So a status you regret is easy to retire and hard to erase, which is the right way round.
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