> ## Documentation Index
> Fetch the complete documentation index at: https://docs.oration.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Customize ticket statuses

> Create custom statuses, clone them, and archive ones you no longer want in pickers.

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

## Create a custom status

<Steps>
  <Step title="Open Ticket Statuses">
    Go to **Settings → Contact Center → Tickets → Ticket Statuses** and click **New status**.
  </Step>

  <Step title="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**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Color and notifications">
    Pick a badge color. Turn **notify customer on enter** on only if moving a shared ticket here should ping the customer.
  </Step>
</Steps>

The new status is **not** on every type yet. Attach it on each type that should offer it. See [Statuses on a ticket type](/guides/tickets/types/statuses).

## 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.

<Warning>
  Changing category changes engine behavior for every ticket currently in that status. Prefer a new custom status over silently changing *On hold* into *Resolved*.
</Warning>

## 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.

## 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.

<Tip>
  Archive instead of inventing a “do not use” naming scheme. Tickets that already sit in that status remain valid.
</Tip>