Your own ticket statuses

How a status works

Every status belongs to one of 3 groups, and the group decides what the ticket is underneath:

• Open: your team is working on it. Only statuses in this group can pause the SLA.
• Pending: the ticket waits on the customer.
• Resolved: the work is done.

So a ticket in a status you made under Open is an open ticket for the status filter, the SLA and Reports, whatever its name says. Each group starts with its plain status, marked Default, which you cannot change.

Add a status

1. Open Settings > Tickets and scroll to the Ticket statuses card.
2. Under the group you want, type the name into the empty field (it shows an example for that group, such as For example Waiting on vendor under Open).
3. Click Add status. The new status goes to the end of its group. The arrows next to a status move it up or down inside its group, and the menus list your statuses in this order.

A name can have up to 40 characters. Two statuses of one workspace cannot share a name, whatever the capitalization. A workspace can have up to 50 statuses, archived ones included.

When tickets are switched on in a workspace that has no status at all, Deskwoot adds one under Open, with Pauses SLA on. It is named in your workspace's language, in English On hold. You can rename or change it like any status you made yourself.

Pause the SLA while a ticket waits

Statuses under Open have a Pauses SLA switch. While a ticket is in a status with this switch on, its SLA clocks stand still. If the ticket has an SLA policy, its Details tab and the line above its timeline say SLA paused. Statuses under Pending and Resolved have no switch, because those groups pause the SLA anyway.

Switching it on or off counts from that moment on, for every ticket in the status. Time that already passed stays as it was. In the status menu, a pause icon marks the statuses that pause the SLA. How the clocks work is explained in SLA policies and response targets.

Set a status on a ticket

Click the status button at the top of the ticket. The menu lists Open, Pending, Snoozed and Resolved, with your statuses indented under the group they belong to. Pick one, and the button shows its name. Picking a status under Resolved works like Resolve: when there are at least 2 ways to finish the ticket, the Resolve ticket dialog asks first.

• To leave your status, pick the plain status above it. A move to another group drops your status too, unless you pick one of the statuses in that group.
• The timeline records each change, for example Status set to Waiting on vendor by Anna, or Resolved as Duplicate by Anna for a status under Resolved.
• In the conversation list, a ticket with one of your statuses always shows its name.
• The ticket's card in the chat it came from shows the status as well. That card is private, so only your team sees it.
• Changing a ticket's status needs the right Manage conversations (assign, resolve, reopen).

Filter and change many tickets at once

• Filter the list: once your workspace has statuses, the filter row above the list has a Ticket status menu. Pick a status the list's status filter hides, such as one under Resolved while the list shows open and pending tickets, and the status filter switches to that status's group so the tickets show up.
• Change in bulk: select tickets in the list and choose Set ticket status. Conversations in your selection stay as they are, since only tickets have a ticket status, and Deskwoot tells you how many it left out. Archived statuses are not offered.
• Reports: with + Filter > Ticket status you narrow Reports to one or more statuses, or to No custom status, whenever Reports includes tickets.

Rules and macros

• An automation rule can check a status with the condition Ticket status (is or is not) and set one with the action Set Ticket Status. Both need the condition Type is Ticket, because a chat has no ticket status. See Creating automation rules.
• A macro can use Set Ticket Status too. The action is marked Runs on tickets only: run on a chat, the macro skips this step and does the rest. See Using macros for repetitive tasks.
• If you pick Set Ticket Status in a rule while your workspace has no active status, the rule editor shows No ticket statuses yet. with a link to Settings > Tickets.

Rename, archive and delete

• Rename: every ticket in the status shows the new name.
• Archive: the status stays on the tickets that have it, but nobody can give it to other tickets. A ticket that has it keeps it in its menu until it moves on. Archived statuses are listed below the groups, where Unarchive brings one back.
• Delete: only for a status no ticket has. Next to a status in use you see how many tickets have it, for example Tickets: 12, and Delete is greyed out. Archive it instead, or move its tickets to another status first. Deleting cannot be undone.

Who can set up statuses

Administrators, and members whose role has the right Manage tickets and categories, can add and change statuses. Adding, changing and deleting them needs the Enterprise plan. After a downgrade your team can still give tickets the statuses you already have.

Frequently asked questions

Does the customer see the ticket status?

No. Ticket statuses are for your team. The customer keeps writing in their chat, and even the ticket card in that chat is private.

Can a normal chat get one of my statuses?

No, only tickets have them. Set ticket status in the list leaves chats as they are, a macro skips the step on a chat, and a rule with Set Ticket Status needs the condition Type is Ticket.

Why can't I switch on Pauses SLA for a status under Pending?

Because it pauses the SLA already. Every ticket that is pending, snoozed or resolved has its SLA clocks standing still, so the switch exists only for statuses under Open.

Why is Delete greyed out?

Tickets still have this status, and the number next to its name says how many. Archive it, so nobody picks it again, or move those tickets to another status and then delete it.

What happens to tickets when I archive their status?

Nothing changes for them: they keep the status and its name, and its Pauses SLA setting still counts. You just cannot give the status to other tickets any more, by hand, in bulk or with a rule.

Can I move a status to another group?

No. A status stays in the group you created it in, because its tickets would change status with it. Add a new status in the other group, move the tickets over and archive the old one.

Does moving a ticket between two statuses under Resolved reopen it?

No. The ticket stays resolved, so Reports count no reopen. Only a move out of Resolved reopens a ticket.

How many statuses can I have?

Up to 50 per workspace, archived ones included, each with a name of up to 40 characters. If you hit the limit, delete a status you no longer use.