Managing ticket statuses

Fastpath: Admin Center > Objects and rules > Tickets > Ticket statuses

When you activate custom ticket statuses, you can edit ticket statuses, change status category's default ticket status, and activate or deactivate a ticket status.

You must be an admin or agent in a custom role with permission 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

Related articles:

• Activating custom ticket statuses
• Accessing and viewing your ticket statuses
• Creating custom ticket statuses

Editing ticket statuses

You can edit any ticket status, including system ticket statuses and custom ticket statuses.

You must be an admin or agent in a custom role with permission to edit ticket statuses.

To edit a ticket status

1. In Admin Center, click the Objects and rules icon () in the sidebar, then select Tickets > Ticket statuses.

   The Ticket statuses page displays.

2. (Optional) Use the search bar or filters to find the ticket statuses you want to edit.

   

3. Hover your mouse pointer over the ticket status, then click the options menu icon () on the right side.
4. Click Edit.

   The Edit ticket status page displays. For information about the options that appear on this page, see Configuration options for ticket statuses.

   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.
5. Configure the options for the status.

   For information about the options that appear on this page, see Configuration options for ticket statuses.

6. Click Save.

Changing the default ticket status of a category

Once 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 default triggers.

You must be an admin or agent in a custom role with permission can change the default status of a category.

To view the default ticket status of a category

1. In Admin Center, click the Objects and rules icon () in the sidebar, then select Tickets > Ticket statuses.
2. 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.

   

To change the default ticket status of a category

1. In Admin Center, click the Objects and rules icon () in the sidebar, then select Tickets > Ticket statuses.
2. In the table, in the (first) heading row, click the options menu icon () on the right side and select Status category settings.

   

3. 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.
4. Click Save.

Activating and deactivating a ticket status

Your account can have up to 100 ticket statuses, but Zendesk recommends 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.

Note: Deactivating a ticket status is not the same as deactivating the entire custom ticket status experience. To deactivate ticket statuses, see Activating custom ticket statuses.

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.

Admins and agents in custom roles with permission can activate and deactivate ticket statuses.

To activate or deactivate a ticket status

1. In Admin Center, click the Objects and rules icon () in the sidebar, then select Tickets > Ticket statuses.
2. Move the cursor over the ticket status, click the options menu icon () on the right side, and then click Activate or Deactivate.