Ticket Statuses
Overview
The Ticket statuses page is where you define the stages a service ticket moves through — from the moment it's created to when it's resolved or cancelled. Each status carries a set of flags that tell the system how to behave when a ticket enters that status.
Status Flags
Each status has up to five boolean flags. A checkmark (✓) means the flag is active for that status; an X means it is not.
| Flag | What it does |
|---|---|
| Closed status | Marks the ticket as complete. No further changes can be made to a ticket in a closed status. |
| Initial status | The status every new ticket starts in automatically. Only one active status can hold this designation. |
| Assigned status | The status a ticket moves to automatically when it is first assigned to an agent. Only one active status can hold this designation. |
| Sets resolved at | Records the resolution timestamp the moment a ticket transitions into this status. Used to calculate resolution times and SLA compliance on the Dashboard. |
| Requires reason | Forces agents to enter a reason when changing a ticket to this status. |
Initial status and Assigned status are system-designated singletons — only one active status may hold each designation at a time. To assign the designation to a different status, you must first remove it from the current holder by editing that status.
Columns
| Column | Description |
|---|---|
| Name | The status label shown across the application (e.g. New, In Progress, Resolved). Required. Maximum 100 characters. Must be unique — the name cannot already be used by any active or archived status. |
| Closed status | Whether the ticket is locked from further changes when in this status. |
| Initial status | Whether new tickets automatically start in this status. Only one active status may have this enabled. |
| Assigned status | Whether tickets automatically move to this status when first assigned. Only one active status may have this enabled. |
| Sets resolved at | Whether transitioning to this status stamps the ticket's resolution timestamp. |
| Requires reason | Whether a reason must be entered when transitioning a ticket to this status. |
| Display order | The position this status occupies in dropdown lists. Lower numbers appear first. Must be a positive whole number and unique among active statuses. |
Toolbar Actions
| Button | Available when | What it does |
|---|---|---|
| Save | After adding or editing | Saves all pending changes. Greyed out when there is nothing to save. |
| New | Always | Adds a blank row at the bottom of the list for you to fill in. |
| Edit | One row selected | Makes the selected row's fields editable in place. |
| Archive | One row selected | Archives the selected status so it no longer appears in ticket dropdowns. See Archiving a Status for restrictions. |
| Show archived | Always | Toggles the display of archived statuses alongside active ones. |
Adding a Status
- Select New. A blank row appears at the bottom of the list.
- Enter a Name (maximum 100 characters).
- Set the flags as needed — see Status Flags above.
- Enter a Display order — a positive number not already used by another active status.
- Select Save.
If you enable Initial status or Assigned status, make sure no other active status already holds that designation. If one does, the save will fail with a conflict error. Edit the existing holder first to remove the flag, then re-enable it on the new status.
Editing a Status
- Select the row you want to change.
- Select Edit. The row's fields become editable.
- Update the Name, flags, or Display order as needed.
- Select Save.
Archiving a Status
Archiving removes a status from ticket dropdowns without permanently deleting its historical data.
- Select the status you want to archive.
- Select Archive.
Two statuses cannot be archived:
- The status marked as Initial status — archiving it would prevent new tickets from being created.
- The status marked as Assigned status — archiving it would break the automatic status transition when tickets are assigned.
To archive either of these, first edit that status to remove the designation, then assign the designation to a different status.
To view archived statuses, select Show archived. Archived entries are displayed alongside active ones while this toggle is on.
A status name remains reserved even after archiving — you cannot create a new status with the same name (including a different case, e.g. RESOLVED vs resolved) as an archived one.
Validation Rules
| Field | Rule |
|---|---|
| Name | Required. Maximum 100 characters. Must not match any existing active or archived status name (case-insensitive). |
| Initial status | At most one active status may have this enabled. |
| Assigned status | At most one active status may have this enabled. |
| Display order | Must be a positive whole number. Must not match the display order of any other active status. Archived statuses do not block a display order from being reused. |
Example: Default Status Setup
A typical setup that covers the full ticket lifecycle:
| Name | Closed | Initial | Assigned | Sets Resolved At | Requires Reason | Display Order |
|---|---|---|---|---|---|---|
| New | ✗ | ✓ | ✗ | ✗ | ✗ | 1 |
| Assigned | ✗ | ✗ | ✓ | ✗ | ✗ | 2 |
| In Progress | ✗ | ✗ | ✗ | ✗ | ✗ | 3 |
| On Hold | ✗ | ✗ | ✗ | ✗ | ✗ | 4 |
| Resolved | ✓ | ✗ | ✗ | ✓ | ✗ | 5 |
| Cancelled | ✓ | ✗ | ✗ | ✗ | ✓ | 6 |
With this configuration:
- Every new ticket starts as New (Initial status).
- When an agent is assigned, the ticket moves automatically to Assigned.
- Resolving a ticket stamps its resolution time, which feeds into SLA calculations on the Dashboard.
- Cancelling a ticket requires the agent to enter a reason.