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A ticket always points at a status. Statuses are shared across types. Each type attaches the subset it wants in its picker. Configure the catalog at Settings → Contact Center → Tickets → Ticket Statuses.

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Status categories

Every status belongs to one category. The category is what the product uses for behavior — not the label you type. You can add custom statuses in every category. Waiting on finance and Waiting on engineering can both sit in Waiting on customer, with different labels and colors.

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System statuses

Every workspace starts with five system statuses: System statuses:
  • Cannot be archived
  • Cannot be cloned
  • Are attached to every new ticket type
You can still edit labels, colors, and notification flags on system statuses if your process needs different wording.

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Dual labels

Each status has two names:
  • Label — what teammates see in the inbox, Slack, and internal tools
  • Customer-facing label — what customers see on shared tickets
That is why Waiting on customer can read Waiting on you to the person who opened the request.

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Notifications

Notify customer on enter controls whether moving a shared ticket into this status should notify the customer.
  • Leave it on for progress the customer should know about.
  • Leave it off for on-hold or internal-only pauses.
Unshared back-office tickets and tracker tickets do not notify customers regardless of this flag.

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Default status

One catalog status can be marked as the workspace fallback submitted state. For new tickets, the type’s attached default in-progress status wins. If a type has no default in-progress attachment, ticket create asks you to attach one.

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Next

Add custom statuses

Create, clone, archive, and color statuses without touching the system five.

Attach them to types

Types opt in. The same Waiting on finance status can appear on many types.