Statuses

The Status of a ticket indicates the stage at which the ticket is currently.
Status values can be adapted to your workflows, i.e. they can be changed, deleted and added. Due to the flexible adaptability, status values must be assigned to certain usages to ensure the system functionality. An overview of these usages, their meaning and the assigned status values can be found in the following article Predefined Status Values with assigned Usage.

From the payment plan Advanced onwards, additional custom status values can be added.

Topics of this article:
Predefinied Status Values with assigned Usage
Add, Edit, Delete Status

Predefinied Status Values assigned Usage

Note: The names of he predefined status values can be modified.

Status value	Usage	Meaning
New	New Ticket	The ticket has been created and has not yet been assigned to an agent.
In Progress	Ticket Assignment	The ticket has been assigned to an agent who is working to resolve it.
Resolved	Resolve Ticket	All questions were answered and a solution was offered.
Closed	Close Ticket	If the requester is satisfied with the offered solution.

The status change to 'Closed' can be done manually or is carried out 7 days after resolution according to a predefined rule. This rules can be adjusted under Automation >> Rules >> under the tab Time-controlled Rules.

Add, Edit, Delete Status

Go to Management >> Ticket Properties >> Status.

Add, Edit Status

Add status: Click on "New Status".

Edit existing status value: Click in the line of the status to be edited or click on the edit icon ().
Available Form fields:

Name: Enter the desired name for the status.
Description: A description can be added, for example when a ticket should receive this status.
Usage: An overview of the individual uses, their meaning and the assigned status values can be found in the section Predefined Status Values with assigned Usage.
Status values must be defined for the following actions to ensure system functionality:
- New Ticket - Each new ticket entering the system via a communication channel is marked 'New' by default or is marked with the status to which the usage 'New Ticket' is assigned.
- Ticket Assignment
- Resolve Ticket
- *Close Ticket *
Note: The usage is changed by reassigning it to a different status.

For example, if when assigning a ticket, the status is not to be set to 'In Progress' as defined by default, but to 'Open' (if the status 'Open' is not available, it has to be created beforehand) , the usage "Ticket Assignment" has to be selected for the status 'Open'. In the status 'In Progress' the "usage" is automatically removed.

Colour: The stored standard colour can be changed by clicking on "Pick a colour".
Sort: In order to enable sorting and filtering according to status values, the status value must be numbered.
Active: For a status to be available for ticket handling, it must be enabled. If you disable a status value, the status remains in the tickets in which it was used, but is no longer available for selection.

Note: It is not possible to deactivate status values with an assigned usage, which means that the corresponding usage must first be assigned to a different status.
After creating/editing click on Save.
In case of multiple Language Tabs: 'Name' and 'Description' of the status values are to be entered for each language. The contents of the other form fields 'Usage', 'Colour', 'Order' and 'Active' are only saved once per status value.
For more information on making ticket properties available in multiple languages, click here.

Delete Status

To delete a desired status, click on the delete icon () and then on Yes, Delete to confirm the deletion process.