Ticket statuses

Ticket statuses show where a ticket is in its lifecycle and make it easier for users and support staff to understand whether work is still active.

Overview

Each status includes the shared uSupportTypeBase fields:

  • Alias
  • Name
  • Order
  • Color
  • Icon

Status-specific fields are:

  • Default
  • Active

Status behavior:

  • Default: newly created tickets receive this status
  • Active: if false, tickets with that status are treated as resolved

Default statuses

  • New
  • In progress
  • Answered
  • Resolved

Resolved is the only built-in status where Active is false.

Resolution behavior

When a support user changes a ticket from one status to another:

  • Moving to an active status clears the resolved date
  • Moving to an inactive status sets the resolved date
  • The status change is added to ticket history

Ordering and deletion

Statuses can be sorted in the tree. If a status is already used by tickets, the delete flow previews those dependencies before deletion.

Notifications

Read more about notifications

References

Screenshots