When you enable Ticket Statuses, you can edit ticket statuses, change a category’s default ticket status, and activate and deactivate ticket statuses.
You must be an admin or agent in a custom role with permission to manage ticket statuses.
This article includes these sections:
- Editing ticket statuses
- Changing the default ticket status of a category
- Activating and deactivating ticket statuses
Related articles:
Editing ticket statuses
You can edit any ticket status, including system ticket statuses and ticket statuses you’ve created.
You must be an admin or agent in a custom role with permission to edit ticket statuses.
- In Admin Center, click the Objects and rules icon (
) in the sidebar, then select Tickets > Ticket statuses. - (Optional) Use the search bar or filter controls to find the ticket statuses you want to edit.
- Move the cursor over the ticket status, click the options menu icon (
) on the right side. - Click Edit.
Note: You can edit nearly all of the configuration options on this page; however, you cannot move an existing ticket status to a different status category.
- Configure the options for the status.
For information about the options that appear on this page, see Configuration options for ticket statuses.
- click Save.
Changing the default ticket status of a category
Once you’ve created at least one ticket status in a category, you can change the default ticket status of a status category, if needed. Each status category includes a default ticket status.
You must be an admin or agent in a custom role with permission can change the default status of a category.
- In Admin Center, click the Objects and rules icon (
) in the sidebar, then select Tickets > Ticket statuses. - Click the options menu icon (
) on the right side and select Default.
The Default column appears. Default appears in the row of each category’s default ticket status.
- In Admin Center, click the Objects and rules icon () in the sidebar, then select Tickets > Ticket statuses.
The Ticket statuses page displays.
- In the table, in the (first) heading row, click the options icon () on the right side and select Status category settings.
- Under the default ticket status of a category that you want to change, use the drop-down list to select the new default ticket status.
- Click Save.
Activating and deactivating ticket statuses
Your account can have up to 100 ticket statuses, but we recommend that you limit the number of active ticket statuses in your account to keep things manageable. All active ticket statuses appear in the status picker, in the ticket interface.
If you have more than 10 active ticket statuses, the status picker will display the first 10 active ticket statuses. Agents will need to scroll down to see the rest.
When a ticket status is deactivated, agents will no longer be able to assign that status to tickets. However, deactivating a ticket status doesn’t delete it and you can reactivate it at any time.
Admins and agents in custom roles with permission can activate and deactivate ticket statuses.
To activate or deactivate a ticket status
- In Admin Center, click the Objects and rules icon (
) in the sidebar, then select Tickets > Ticket statuses.
The Ticket statuses page displays.
- Move the cursor over the ticket status, click the options icon (
) on the right side, and then click Activate or Deactivate. - If you’re deactivating a ticket status, confirm that you want to deactivate the status by clicking Deactivate in the dialog box.
Note: Alternatively, you can activate or deactivate a ticket status by opening it for editing and selecting or deselecting the Set as active check box.
This is expected at first glance when viewing the tickets. However, the status category 'Closed' is still available for the business rules.
You can also manage your views with this condition if you'd like to make a separation.
We have more information related to this behaviour explained under this post.
I hope this helps!