Turning on custom ticket statuses

Switching custom statuses on changes what every agent sees, so it is worth doing deliberately rather than quietly.

Switching custom statuses on changes what every agent sees, so it is worth doing deliberately rather than quietly.

Turn it on

1. Open Admin Center, then Objects and rules, then Tickets, then Ticket statuses.
2. Activate custom ticket statuses.
3. The six standard statuses appear as the starting set, each in its own category.

Nothing changes for agents until you add statuses of your own. Turning it on is safe; it opens the door rather than walking through it.

What changes once you add one

• Agents see your statuses in the status field instead of only the six.
• Views and triggers can condition on your statuses as well as the categories.
• Explore keeps reporting by category, so existing reports are unaffected.

Tell your team before, not after

The status field is the one thing every agent touches on every ticket. Adding options to it without warning produces a morning of confused questions and a week of inconsistent use.

Agree what each new status means, in one sentence each, and share that before you switch anything on. The words matter less than everyone reading them the same way.

Existing tickets

They keep their current status, mapped to the equivalent in the new set. Nothing needs migrating and no history is lost.

See also

• Creating and managing a custom status
• Setting statuses on forms