Learn how to define ticket statuses for different ticket events to track the progress of a ticket effectively.
You have a set of default statuses to track the movement of a ticket from when the ticket is first created to when it’s all done and dusted. By default, when a ticket is created, its status is set to "New". When the ticket is resolved, its status is changed to "Resolved"; when it is closed, its status becomes "Closed".
But if you have a specific workflow that is unique to your operations, you can create custom ticket statuses to accommodate your special stages.
To create custom ticket statuses:
Go to Settings > Advanced Configuration > Managed Fields.
Click on Status under the default ticket fields settings.
3. Enter your custom status along with a description and click ‘Add’.
4. Hit ‘Save’ once you’re done.
To map ticket events to statuses:
Navigate to Settings > Ticketing Settings > Status.
2. You can choose any status for your ticket events in default mapping. All of the options you see in the drop-down menu below are custom statuses that were created.
3. Once you’re done with the mapping process, click save to confirm the changes and start using the new ticket status updates in your ticket workspace.