How do I configure custom ticket statuses?
To create and manage custom ticket statuses:
- Go to Settings > General > Statuses
- Click "Add Status" to create a new one
- 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
- Save
Built-in statuses (Open, Pending, Resolved, Closed) cannot be deleted but can be customized.
Tips:
- 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
