simple support ticket system

separator-arrow-iconAdministration & Configuration

How to customize or create a new Ticket Status

Published on : May 2, 2022

System Default Ticket Status

Ticket status is the default field in the ticket form, which helps you to know the current progress of the ticket. The BoldDesk allows you to create a custom status. The default statuses are categorized under three categories namely:

Status CategorySLA Timer State
PendingON
HoldPaused
ClosedOFF

The default system status cannot be deleted. The default system statuses are mentioned in the following table.

StatusStatus CategorySLA TimerDescription
NewPending  OnThis is the default status when a ticket is created. This status indicates that a new ticket has been created. After assigning a ticket to any agent, the status cannot be changed to New.
OpenPending  OnWhen an agent responds to a ticket, the status is automatically changed from New to Open. When the end-user responds to a ticket, the status is automatically changed to Open, though this behavior can be customized.  



On HoldHoldPauseWhen a ticket’s resolution takes longer than expected or more information from the end-user is required, the agent can set the status to On Hold. When a ticket is in the On Hold status, the SLA timer will be paused, and no escalation will be sent to the agents.
Waiting for CustomerHoldPauseThis indicates that the agent has responded to the ticket and is awaiting a response from the end-user. SLA timer will be paused for this status.
SolvedClosedOffWhen an agent has given a solution to a customer’s ticket, they can mark it as Solved. SLA timer will be off for this status.
ClosedClosedOffWhen an end-user confirms that the issue has been resolved, the ticket will be closed. When an end-user responds to a closed ticket, it automatically reopens the ticket.


Custom status

When your requirements are not met by these statuses, you have the option of adding a new custom status.

How to create a new status

To create a new status, follow the given steps:

  1. Open the Ticket Fields module.
  2. Click the Status field or the Edit icon.
  1. Click the Create Status button on the right to open a dialog.
  2. Enter the required fields and then click the Create button.

The following should be considered while creating a new custom status:

  1. Label for Agent – This is the name of the status that appears in the agent portal.
  2. Label for End User – This is the name of the status that appears in the customer portal.
  3. Status Category – The SLA will be triggered based on this status category. The status category can be as follows:
    • Pending – SLA timer will be On.
    • Hold – SLA timer will pause.
    • Closed – SLA timer will be Off.
  4. On end-user reply, the ticket will automatically be set to open status – When the End User replies to the ticket, the ticket’s status is automatically changed to Open if this option is selected. Except for Open and New, this option is available for all custom and default statuses.
  5. Color – This is the color of the status.

Note: You can create custom statuses with only the pending and hold status categories but cannot create a new status for the close category.


Editing a status

To edit a status, follow the given steps:

  1. Open the Status page.
  2. Select Edit from the More Options menu to open a dialog.
  3. Make your changes on the status.
  4. Click the Update option to update the changes.

Note: For the default status, you cannot change the Label for Agent and Status Category fields.


How to reorder a status

To reorder a status, follow the given steps:   

  1. Open the status page.
  2. Drag and drop the status to the desired position using the highlighted option as shown:


How to delete a status

To delete a status, follow the given steps: 

  1. Open the Ticket Fields module.
  2. Click the Status field or the Edit icon.
  1. Select Delete from the More Options menu to open a dialog.

Note: Before deleting the status, select another status to change the status of the mapped tickets. In the delete dialog, the status dropdown will display all statuses that match the status category of the deleted status.


Permission for managing the status

To manage the status, you should enable the Manage fields and forms permission.

Was this article helpful?

    Live Chat Icon