Status Management
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Custom Ticket Status Group allows businesses to define and manage their own ticket status categories instead of relying on default system statuses. This feature enables organizations to create a structured workflow tailored to their specific customer support processes.
Personalized Workflow: Every business operates differently. Custom statuses help align the ticketing system with internal processes.
Better Tracking & Organization: Define statuses like "Awaiting Customer Response", "Escalated", or "Pending Approval" for clarity on ticket progress.
Improved Communication: Keep customers and agents informed with status updates that make sense for to a users business.
Enhanced Reporting & Insights: Analyze how tickets progress through different statuses to identify bottlenecks and improve efficiency.
To create a custom ticket status group go to Settings> Ticketing> Status Management. Click the "Create Status Group", a pop-up will appear where we have to provide a title and click create. Assigning a department & description is not mandatory.
We will land in the details page. Each status group is segmented into 3 main status- Open, In Progress, Solved. Users can create statuses only for In Progress & Solved.
To create a new status, click the plus icon( marked in green). A text box will appear where we have to type in the status and click enter.
