When you enable ticket statuses, admins and agents in custom roles with permission can create new ticket statuses.
This article includes these sections:
- Creating ticket statuses
- Configuration options for ticket statuses
Related articles:
Creating ticket statuses
You can create additional ticket statuses in your account. You must be an admin or an agent in a custom role with permission to create ticket statuses.
To create a ticket status
- In Admin Center, click the Objects and rules icon (
) in the sidebar, then select Tickets > Ticket statuses. - Click Create ticket status.
- Configure the options for your new status.
For information about the options that appear on this page, see Configuration options for ticket statuses.
- Click Save.
For information about making changes to a ticket status after you saved it, see Editing ticket statuses.
Configuration options for ticket statuses
You can configure these options when you create or edit a ticket status:
| Options | Description |
|---|---|
|
Category |
Specifies which status category (New, Open, Pending, On hold, Solved) the ticket status is assigned to. You cannot assign a ticket status to the Closed status category. Category is editable only when you’re creating a new ticket status. Make sure you assign the new ticket status to the correct status category. Once you save your changes, you can’t move it to a different status category. Note: The On hold status category only appears if the On hold ticket status is enabled.
|
|
Name (agent view) |
Specifies the name of the ticket status that agents see. There’s a 48 characters limit for ticket status names. Ticket status names that are 35 characters or longer are truncated. |
|
Description (agent view) |
Description that agents see for the ticket status. |
|
Show end users a different view |
Select this option if you want end users to see a different name or description. Otherwise, agents and end users will see the same name and description. |
|
Name (end user view) |
Specifies the name of the ticket status that only end users see. Available only when Show end users a different view is selected. |
|
Description (end user view) |
Description of the ticket status name that end users see. Available only when Show end users a different view is selected. |
|
Set as active |
Activates the ticket status (see Activating and deactivating ticket statuses). |
Just to confirm, you've followed these instructions for enabling custom ticket statuses first correct? EAP docs: Enabling Ticket Statuses
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