Support Tickets: Statuses
Learn how to create, manage, and assign statuses to track support ticket progress.
What are Support Ticket Statuses?
Statuses give your team a quick way to track where each support ticket stands in its lifecycle. They serve as visual markers for internal users to understand ticket progress at a glance.
How do I create and manage statuses?
To access your status settings:
- Navigate to Support in the left sidebar to open the Support Ticket Toolkit
- Click the three dots next to Support and select Manage Priorities, or use the icon menu on the right side
- This opens the settings where you can configure your statuses
Editing Statuses
Click the pencil icon next to any status to rename it or adjust its appearance.
In the edit window, you can change the status name and/or select a new color. Don’t forget to save your changes.
Deleting Statuses
Click the trash bin icon to remove a status. Keep in mind that Active and Closed are permanent and cannot be deleted—though you can rename them if needed.
Reordering Statuses
To change how statuses appear in your list, click and drag the dots icon next to each status to arrange them in your preferred order.
How do I create a new status?
Click the + Add New Status button.
Enter a name for your status and choose a color by clicking the Status Color box. You can either select from a color picker or enter a HEX code directly.
How do I assign or update a ticket status?
Click the circle icon on the ticket to add or change its status.