Understanding Ticket Statuses

Ticket status represents where a ticket currently sits in its service lifecycle. Statuses help agents understand what requires attention, what is waiting on another party, and what has reached resolution or closure.

Common lifecycle states

A ticket may move through states such as Open, In Progress, Waiting on Customer, Waiting on Third Party, Resolved, or Closed.

Your organization may also configure additional statuses to match its support workflow.

Customizing Ticket statuses

Go to Settings > Layouts & Fields > Ticket Statuses to manage Ticket statuses.

Use the layout selector to choose the Ticket layout whose statuses you want to manage.

Add a status

Click Add Status to create a status for the selected Ticket layout.

Configure a clear status name, the appropriate lifecycle type, and its fallback behavior.

Status type

The status type represents the lifecycle meaning of the status.

Choose the type that accurately represents how tickets using that status should behave in the support workflow.

Fallback behavior

Configure the appropriate fallback behavior for each custom status.

Fallback behavior helps preserve a valid Ticket lifecycle when the status can no longer be used in its original context.

Reorder statuses

Use the drag handle to reorder statuses.

The configured order controls how statuses are presented to agents, helping keep commonly used lifecycle states predictable and easy to find.

Delete or replace a status

When a status is used by active tickets, deleting it requires another valid status to preserve those tickets' lifecycle state.

Select the replacement status when requested. Active tickets using the deleted status are reassigned to that replacement before the source status is deactivated.

A replacement must be valid for the applicable layout scope. A status explicitly assigned to another layout cannot be used as an invalid cross-layout replacement.

Historical ticket events retain their recorded status references so existing Ticket history remains available.

Protected statuses

Some statuses may be protected by the application and cannot be deleted.

Protected statuses preserve lifecycle states required by application behavior.

Why status accuracy matters

Status affects operational queues, reporting, workload visibility, SLA interpretation, automation, and follow-up.

Agents should update a ticket's status whenever the actual state of the request changes.

Good practices

• Keep status names short and operationally clear.
• Avoid multiple statuses with indistinguishable meanings.
• Select the correct lifecycle type.
• Review fallback behavior before putting a custom status into use.
• Keep status ordering consistent with the normal agent workflow.
• Verify the replacement before deleting a status used by tickets.
• Test configuration changes against the affected Ticket layout.