Edit Custom Status

Use this page to edit the custom status for your helpdesk tickets. The most important settings are the status name and the "button name" (caption for the button in the interface, that will move a ticket to this status). For example: status - "on hold", button "Put on hold").

Additionally, you can assign one or more ticket categories this status will be used in, set the color (shown in the tickets list) and assign permissions - who this status will be visible to (as you know, the helpdesk app has user roles.

For example, you want to set up an approval process for your tickets. You add first a status "Approval requested" with a button "Request approval" (available to technicians only) and another status named "Approved", visible only to managers.

There's also a "Stop the automatic 'time spent' clock when a ticket is in this status" option. When enabled, the built-in time tracking clock will automatically pause whenever a ticket moves into this status, and resume when the ticket moves to a different status. This is useful for statuses like "On hold" or "Waiting for customer" where the support team isn't actively working on the ticket and you don't want that idle time counted against your response metrics.