This article includes these sections:
Creating a custom ticket status
Admins or an agents with permission can create custom ticket statuses.
To create a custom ticket status
- In Admin Center, click Objects and rules in the sidebar, then select Tickets > Ticket statuses.
- Click Create ticket status.
- Configure the options for your new status.
For information about the options that appear on this page, see Configuration options for ticket statuses.
- Click Save.
For information about making changes to a ticket status after you saved it, see Editing ticket statuses.
Configuration options for custom ticket statuses
You can configure these options when you create or edit a ticket status:
Specifies which status category (New, Open, Pending, On hold, Solved) the ticket status is assigned to.
You cannot assign a ticket status to the New or Closed status categories.
Category is editable only when you’re creating a new ticket status. Make sure you assign the new ticket status to the correct status category. Once you save your changes, you can’t move it to a different status category.
Note: The On hold status category only appears if the On-hold status is activated.
Name (agent view)
Specifies the name of the ticket status that agents see.
There’s a 48 characters limit for ticket status names. Ticket status names that are 35 characters or longer are truncated.
For example, on the Submit button, in the status picker, on ticket tabs, and in the Status column of a view.
Description (agent view)
Description that agents see for the ticket status.
Show end users a different view
|Select this option if you want end users to see a different name or description. Otherwise, agents and end users will see the same name and description.
Name (end user view)
Specifies the name of the ticket status that only end users see. Available only when Show end users a different view is selected.
Description (end user view)
Description of the ticket status name that end users see. Available only when Show end users a different view is selected.
Set as active
Activates the ticket status. See Activating and deactivating a ticket status.