[ARCHIVED] Have different categories for tickets

Hi yoavp! Welcome to the Community!

Do you mean that you want to have custom views for your tickets? Or are you referring to something within in the ticket itself?

Hi Jessie, thanks for replying

When you say custom views, you mean different categories?

What I meant in my question is that. 

As we receive a ticket, we assign it to the supporter and then deeding on the situation of the ticket, it is either Solved, open, or pending. 

I want to edit those categories, and as a result, I want to have different view points. 

For instance, if I have a ticket that is pending R&D action, I want it to be categorized as such and not just pending. 

Was this a little understandable? 

Hope it is :) 

Hi Yoav - 

Ticket statuses (open, pending, etc.) are not customizable; you cannot change those. The reason for this is that it would break the logic and therefore functionality of the system. 

Hi Nicole, thanks for your response. 

So regardless of the "package" we have at Capitolis, we would not be able to customize any of the ticket statuses? 

Hi Yoav, 

That is correct. Ticket statuses are not customizable. 

Since so much of how the system functions is based on those statuses, customizing them would also require rebuilding the logic of the entire ticketing system.