Viewing your ticket statuses

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

The Ticket statuses page provides a central place for admins to create and manage ticket statuses. From this page, you can view a list of all system and custom ticket statuses organized in status categories (see About ticket statuses and status categories).

You can also create new ticket statuses, search for ticket statuses, and manage ticket statuses.

If custom ticket statuses hasn’t been activated for your account yet, you’ll see a button to activate it on the page instead of a list of ticket statuses. You can start creating and using new ticket statuses once ticket statuses have been activated (see Activating ticket statuses).

Tip: If your Zendesk account was created after Jan 17, 2023, then custom ticket statuses are activated by default and you can begin creating new ticket statuses right away.

This article includes the following sections:

• Viewing the Ticket statuses page
• Searching for ticket statuses
• Filtering ticket statuses

Related articles:

• Creating ticket statuses
• Managing ticket statuses

Viewing the Ticket statuses page

You’ll find the Ticket statuses page in Admin Center.

To open the Ticket statuses page

• In Admin Center, click the Objects and rules icon () in the sidebar, then select Tickets > Ticket statuses.
  The Ticket statuses page opens and you can view all of your ticket statuses. You can also take any of the following actions:

  • Create ticket statuses
  • Edit ticket statuses
  • Change the default ticket status of a category
  • Activate or deactivate custom ticket statuses

  For help finding ticket statuses you can search or filter.

  

Searching for ticket statuses

You can search for a ticket status by name, including both the agent view name and end user view name. Search the whole list, or filter the list and search only the filtered results.

For more information about ticket status agent view and end user view names, see Configuration options for ticket statuses.

To search ticket statuses

1. In Admin Center, click the Objects and rules icon () in the sidebar, then select Tickets > Ticket statuses.
2. Enter a ticket status’ name or partial name in the search bar.

   

Filtering ticket statuses

You can filter ticket statuses by category, status, and type.

• Category filters tiket statuses by the status categories in which they were created.
• Status filters your ticket statuses by whether they are active or not.
• Type filters your ticket statuses by default or non-default status of a status category.

To filter ticket statuses

1. In Admin Center, click the Objects and rules icon () in the sidebar, then select Tickets > Ticket statuses.
2. Click Filter and select from one or more of the following:
   1. Under Category, select the status category you want to filter by.

      You can select more than one status category.

   2. Under Type, select default-status or non-default status (see Changing the default ticket status of a status category).
   3. Under Status, select active or inactive (see Activating custom ticket statuses).
3. Click Apply Filters.