Ticket statuses

Overview

Ticket Statuses allow you to define the different stages of a ticket’s workflow.
You can create custom statuses and assign color patterns to help identify the current state of each ticket.

Where to Find

Go to Support → Settings → Ticket Statuses.

SupportCandy settings ticket statuses
How It Works

Administrators can create, edit, and delete ticket statuses.
Each status can have its own color pattern for easier visual identification. When a status is deleted, tickets using that status must be assigned to a replacement status.

Step-by-Step Guide
Create a New Status
  1. Go to Support → Settings → Ticket Status.
  2. Click Add New Status.
  3. Enter a name for the new status.
  4. Choose a color pattern for the status.
  5. Save the settings.

The new custom ticket status will then be available for tickets.

SupportCandy settings ticket statuses add status
Edit a Status
  1. Go to Support → Settings → Ticket Status.
  2. Find the status you want to modify.
  3. Click Edit.
  4. Make the required changes.
  5. Save the updated information.
SupportCandy settings ticket statuses edit status
Delete a Status
  1. Go to Support → Settings → Ticket Status.
  2. Find the status you want to delete.
  3. Click Delete.
  4. Confirm the deletion when prompted.
  5. Select a replacement status.

Tickets using the deleted status will be reassigned to the selected replacement status.

SupportCandy settings ticket statuses delete status
Options / Settings

Default Status
New tickets use Open as the default status.
Administrators can change the default status from:

Support → Custom Fields → Ticket Fields → Status → Edit
Select the required default status and save the settings.

Status Change on Agent or Customer Reply
You can configure automatic status changes when an Agent or Customer replies to a ticket. To configure this behavior,

Go to Support → Settings → General Settings → General → / Ticket status after agent reply 

Managing Status Visibility
Administrators and Agents can view the ticket status on the individual ticket page.
Customers cannot change the ticket status after a ticket is created. However, administrators can allow Customers to view the status using the Ticket Status widget.

Widget Configuration
To see the ticket status you need to enable the Ticket Status widget on the individual ticket page:

  1. Go to Support → Settings → Ticket Widgets.
  2. Enable the Ticket Status widget.
  3. Set the required permissions under Allowed agent roles.
Example

To create a custom Awaiting Customer Reply status:

  1. Go to Support → Settings → Ticket Status.
  2. Click Add New Status.
  3. Enter Awaiting Customer Reply as the status name.
  4. Choose a color pattern.
  5. Save the status.

The new status can then be used to represent tickets waiting for a Customer response.

Notes / Tips
  • Use clear status names that describe each stage of your ticket workflow.
  • Use different color patterns to make ticket statuses easier to identify.
  • When deleting a status, select a replacement status for tickets currently using it.
  • Use Allow for roles to control who can view or interact with the Ticket Status widget.
  • Customers cannot change the ticket status after the ticket is created.
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