Ticket Statuses (Settings)

Ticket Statuses are used to identify the current status of Tickets, and for reporting purposes.

Custom Ticket statuses can be created to more easily monitor the status of Tickets within your organisation.

The following Ticket statuses cannot be edited or removed, and are therefore always available to users when specifying a Ticket's status:

• Open
• Convert to job
• Convert to lead
• Convert to workflow
• Cancelled
• Closed

The Convert to... statuses are only visible if the Ticket has been assigned to a Customer.

For more information about the above statuses, please see the Ticket Statuses section of the Creating / Modifying a Ticket article.

Refer to article Convert to... (Ticket Status) for additional information about the Convert to... feature.

Accessing Ticket Status Settings

Settings > Ticket Settings > Ticket Statuses

Add a Ticket Status

Enter a name for the Ticket Status into the  Add a ticket status field, and click Add.

When a custom Ticket Status is assigned to a Ticket, that Ticket is considered to be active (i.e. not Closed or Cancelled).

Modify an existing Ticket Status

• Select a Ticket Status from the list displayed at the top of the settings screen
• Edit the name of the Ticket Status in the Modify a ticket status field
• Click Save

Modifying an existing Ticket Status will immediately update all Tickets with that status.

Delete an existing Ticket Status

• Select a Ticket Status from the list displayed at the top of the settings screen
• Click Delete

If a Ticket Status is deleted, all Tickets that currently have the deleted status assigned will be updated to the status 'Open', and the deleted status will no longer be available for filtering tickets or for reporting purposes.

Deleting a Ticket Status cannot be reversed.

Prior to deleting a Ticket Status, if you do not wish Tickets with to-be-deleted status to be changed to 'Open', we recommend using the Tickets Reassignment feature on the Active Tickets screen.