Ticket Statuses

The Ticket Statuses page maintains a list of ticket status records. A ticket's status identifies where it is in the process of being resolved. The system comes with several pre-defined statuses. You can create additional statuses to meet your business requirements. Each status is assigned a color to help you quickly identify the status of tickets in your dashboard. Typically statuses include:

New - The ticket has not yet been worked on.
In Progress - The ticket is being worked on.
Waiting for customer - The ticket is waiting for the customer to respond to a query from your company.
Complete - The ticket has been resolved.

New, Waiting for Customer and Completed statuses cannot be made inactive.

Creating Ticket Statuses

Select the Admin > Service Desk > Ticket Statuses page.
Click New.
Enter the following fields:
- Status Name
- SLA Event - The selected SLA event is calculated based on setting a ticket to this status.
- Display Order - Tickets can be sorted in drop-down lists based on this ranking. The sort order of ticket pages can also be optionally affected by the Sort Status By option.
- Description
- Color - Displays the status of a ticket using this background color.
- Font Color - Displays the status of a ticket using this font color.
- Status - Active or InActive
Click Save.