How do I configure custom ticket statuses?

1. Go to Settings > General > Statuses
2. Click "Add Status" to create a new one
3. Configure:
   • Status name (what agents and customers see)
   • Color (for visual identification in ticket lists).
   • SLA Timer behavior: Running, Paused, or Stopped.
   • Show Agent Reply: whether this status appears as a response option.
4. Save

• Use "SLA Timer: Paused" for statuses where you are waiting on the customer.
• Keep status names short and clear for easy identification.
• You can enable/disable statuses without deleting them.

Setting this up from scratch? The ticket handling workbook builds a priority grid from impact and urgency, then the flow from triage through On Hold to closed, and gives you a policy to hand the team.