Ticket Statuses

Ticket Statuses are used to monitor what stage each ticket has reached in your response process. For example:

1. Not started
2. In progress
3. Complete

You can filter your ticket lists by these statuses to make sure you keep track of them.

When a customer raises a new ticket it will be automatically set to the status as per your settings, go to Setup > Helpdesk > Helpdesk settings.

Tickets will be considered open until they are placed onto the "closed" status. Specify which status is "closed" at Setup > Helpdesk > Helpdesk settings.

Learn more about helpdesk settings

Create a Ticket Status

1. Go to Setup > Helpdesk > Ticket statuses.
2. Click Add a new status.
3. Enter a name for the status.
4. Select a colour for the status.
5. Click Save.
6. Use the arrows on the left to click and hold then drag the statuses into order for your ticket cycle.