Ticket statuses

Support → Settings → Ticket Statuses

SupportCandy’s flexible ticketing system empowers users to tailor the workflow and lifecycle of their tickets by defining custom statuses. This customization extends to the color patterns associated with each status, visually representing the ticket’s state. Below is a guide on how to manage ticket statuses within SupportCandy:

Managing Ticket Statuses

Creating a New Status

1. Navigate to Support → Settings → Ticket Status.
2. Click on “Add New Status.”
3. Provide a suitable name for the new status.
4. Choose a color pattern for visual identification.
5. Save the settings.

Now, you have successfully created a new custom ticket status.

Editing or Deleting a Status

Administrators have the authority to modify or remove statuses as needed.

Edit Status:

1. Locate the status you wish to edit.
2. Click on the “Edit” option.
3. Make the necessary adjustments.
4. Save the updated information.

Delete Status:

1. Find the status you want to delete.
2. Click on the “Delete” option.
3. Confirm the deletion when prompted.
4. Select a replacement status, as the deleted status will be reassigned to tickets using it.

Applying Statuses to Tickets

Default Status

When creating a ticket, the default status is set to “Open.” However, Admins can choose a default status from Support > Custom Fields > Ticket Fields > Status > Edit > Select Default field > Submit.

Status Change on Agent or Customer Reply

The status can be changed automatically based on replies. Admins can manage status changes on both agent and customer replies. You can find these settings at Support > Settings > General Settings > General > Status after Agent/Customer Reply.

Managing Status Visibility

Agent and User View

• Admins and support agents can view the status on the individual ticket page.
• Customers, however, cannot change the status after creating the ticket. You can enable the widget for customers from Support > Settings > Ticket Widgets > Ticket Status.

Widget Configuration

To enable the status widget on the individual ticket page:

1. Navigate to Support → Settings → Ticket Widgets.
2. Enable the “Ticket Status” widget.
3. Set permissions under “Allow for roles”.

Now, Support agents and admins can easily track and manage ticket statuses through the intuitive SupportCandy interface. This customization ensures a seamless and efficient ticketing experience tailored to your requirements.