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The status list has two tabs: All Status and Archive. System statuses always stay on All Status. Custom statuses can move between the two.

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Create a custom status

1

Open Ticket Statuses

Go to Settings → Contact Center → Tickets → Ticket Statuses and click New status.
2

Choose a category

Custom statuses inherit the behavior of their category. Waiting on finance should usually be Waiting on customer. Blocked on vendor should be On hold.
3

Set both labels

  • Label — internal (Waiting on finance)
  • Customer-facing label — what shared tickets show (Waiting on our finance team)
If you leave the customer-facing label empty, Oration uses the internal label.
4

Color and notifications

Pick a badge color. Turn notify customer on enter on only if moving a shared ticket here should ping the customer.
The new status is not on every type yet. Attach it on each type that should offer it. See Statuses on a ticket type.

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Edit a status

Open Edit on a row to change labels, color, category, and notification. Existing tickets keep pointing at the same status row, so a rename updates everywhere that status is used.
Changing category changes engine behavior for every ticket currently in that status. Prefer a new custom status over silently changing On hold into Resolved.

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Clone a custom status

Custom statuses (not system ones) have a Clone button. Clone copies:
  • Category, color, sort order, notify flag
  • Labels, with (Copy) added (or (Copy 2) if needed)
  • A new unique slug (waiting-on-finance_copy)
Clone does not copy:
  • Type attachments — the copy starts unattached
  • Tickets or history
Use clone when two teams need the same kind of wait state with different names, then attach each copy to the right types.

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Archive and unarchive

Custom statuses can be archived. System statuses cannot. Archiving:
  • Hides the status from pickers
  • Leaves it on tickets that already use it
  • Moves the row to the Archive tab
Unarchive puts it back on All Status and into pickers for types that still attach it.
Archive instead of inventing a “do not use” naming scheme. Tickets that already sit in that status remain valid.