Custom Statuses

You can add "Custom Statuses" to your tickets, besides the default ones, which are "New", "In process" and "Resolved". Every custom status has a name and a text-caption, used for the button, that moves a ticket to this status. For example: you can add a custom status named "On hold", with a "Put on hold" button. Or a status named "escalated to management" with an "escalate" button.

Button captioon is optional. If you leave it empty, the button won't be shown, but the status can still be used in automation rules, filters, etc.

NOTE: new tickets should be moved to the "in process" status (by assigning a technician or by "taking" it) before you can move them to a custom status.

You can also mark a custom status "for technicians only" so only "agents" can move a ticket to this status, not the ticket-submitter.

This page lists all custom statuses available in the helpdesk and allows creating new ones.