When you activate custom ticket statuses, you can manage ticket statuses by editing, activating or deactivating, and deleting ticket statuses. You can also change the default ticket status of a category.
You must be an admin to manage ticket statuses.
This article includes these sections:
- Editing ticket statuses
- Changing the default ticket status of a category
- Activating and deactivating a ticket status
- Deleting custom ticket statuses
Related articles:
Editing ticket statuses
You can edit any ticket status, including standard ticket statuses and custom ticket statuses.
You must be an admin to edit ticket statuses.
-
In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Ticket
statuses.The Ticket statuses page is displayed.
- (Optional) Use the search bar or
filters to find the ticket statuses you
want to edit.
- Move the cursor over a ticket status, then
click the options menu icon (
). - Click Edit.
The Edit ticket status page displays.
Note: You can edit nearly all of the configuration options on this page; however, you can't move an existing ticket status to a different status category. - Configure the options for the status.
For information about the options that appear on this page, see Configuration options for ticket statuses.
- Click Save.
Editing a standard ticket status
Your standard ticket statuses include New, Open, Pending, On-hold, and Solved. While standard ticket statuses can be edited just like custom ticket statuses, they differ from custom statuses because they include system placeholders by default.
When you edit your standard ticket statuses, these placeholders are lost. If you'd like to reset a standard ticket status with its original, default placeholders, refer to the placeholders below. Where it says "statusname", replace that text with the standard status name.
For example, if you wanted to reset the agent view name of the
New status you would enter
{{zd.status_new}}. To reset the end
user view of the New status, enter
{{zd.status_end_user_new}}.
Standard ticket status default placeholders
-
Name (agent view):
{{zd.status_statusname}} -
Description (agent view):
{{zd.status_statusname_description}} -
Name (end user view):
{{zd.status_end_user_statusname}} -
Description (end user view):
{{zd.status_end_user_statusname_description}}
To learn more about placeholders, see Zendesk Support placeholders reference.
Changing the default ticket status of a category
After you’ve created at least one ticket status in a category, you can change the default ticket status of the status category. Each status category includes a default ticket status. This default ticket status is used by your standard triggers.
You must be an admin to change the default status of a category.
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Ticket
statuses.
- Click the options menu icon () on the right
side and select Default.
The Default column appears and the Default label is displayed in the row of each category’s default ticket status.
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Ticket
statuses.
- In the table, in the (first) heading row,
click the options menu icon () on the right
side and select Status category settings.
- Under the default ticket status of a category that you want to change, use the drop-down list to select the new default ticket status.
- Click Save.
Activating and deactivating a ticket status
Your account can have up to 100 ticket statuses, but it's recommended that you limit the number of active ticket statuses in your account to keep things manageable. All active ticket statuses appear in the status picker, in the ticket interface.
If you have more than 10 active ticket statuses, the status picker will display the first 10 active ticket statuses. Agents will need to scroll down to see the rest.
When a ticket status is deactivated, it's removed from the status picker and agents will no longer be able to assign that status to tickets. However, deactivating a ticket status doesn’t delete it and you can reactivate it at any time. Any tickets using the deactivated ticket status will still retain the status.
If you want to delete a ticket status, you must deactivate it first.
Admins can activate and deactivate ticket statuses.
To activate or deactivate a ticket status
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Ticket
statuses.
- Move the cursor over the ticket status, click the
options menu icon (), and then click
Activate or Deactivate.
Deleting custom ticket statuses
After deactivating a custom ticket status, you can delete the status if it’s not applied to any active tickets.
Active tickets are any tickets that aren’t in the Closed state. This means that solved tickets that aren’t yet closed are considered active tickets. To learn more about how tickets are solved and closed when using custom ticket statuses, see About closed tickets solved with a custom ticket status.
You must be an admin to delete custom ticket statuses.
To delete a custom ticket status
-
In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Ticket
statuses.
By default, the filter for active ticket statuses is applied.
- Click Clear filters to display deactivated ticket statuses.
- Move the cursor over a custom ticket status, click the options
menu icon (), and then click
Delete.
The option to delete the ticket status only displays if the ticket status has been deactivated already.
If the ticket status is being used on any active tickets, a message appears. Click Cancel to go back, then remove the status from any active tickets, including solved tickets that aren't closed.
Note: You might experience a delay when deleting a status if you just updated active tickets to a different status from the custom ticket status you’re trying to delete. Wait a few minutes and then try again.
If the ticket status isn’t being used on any active tickets, a confirmation message appears.
- Click Delete.