Frequently Asked Questions

I am unfamiliar with Custom Ticket Statues, what are they and how do I set them up?

There are several different Help Center articles that can help you with CTS in a few helpful links are:

• Announcing Custom Ticket Statuses
• Activating Custom Ticket Statuses
• Creating Custom Ticket Statuses
• Managing Ticket Statuses
• CTS Developer Documentation

How do I leverage CTS information in Explore?
 

The following resources can help you leverage CTS in Explore:

• Explore recipe: Creating KPIs for tickets by status

How do I create and configure Form Based Ticket Statuses?

Please see the information provided in this post: How do I create and configure Form Based Ticket Statuses?

How do Form Based Ticket Statues interact with my existing Custom Ticket Statuses?

• If automations / triggers / macros, etc. update a ticket w/ a CTS, but that CTS is not associated with that ticket’s forms the update will still take place and the status will reflect this change
• If a CTS is removed from a Form, existing tickets with that status will remain unchanged
• Currently, all statuses are still accessible when editing ticket statuses via Views