Custom Ticket Statuses
Add business-specific labels to the standard ticket lifecycle without changing the underlying Open, Pending, Answered, Resolved or Closed behavior.
Reaching the Screen
Open Support Settings and choose Custom Statuses: {admin}/tickets/settings?tab=statuses
What Is on the Screen
Each row defines one custom status. The name is translated for every installed panel language, while the associated standard status, color and position are shared.
Fields
NameThe label staff and clients see in the selected language.
Associated StatusThe standard state whose behavior, counts and automation meaning the custom status inherits.
ColorThe visual marker used wherever the status badge appears.
OrderThe row position used in status choices; rows can be rearranged before saving.
Tasks
Add a custom status
- Add a row and enter its name in every language.
- Choose the associated standard status and a color.
- Place the row where it should appear and save changes.
- The custom status becomes available on tickets and in automatic-task status choices.
Remove a custom status
- Find the custom status row and remove it from the editor.
- Save changes.
- The choice disappears; review existing tickets and auto tasks that previously referred to it.
Things to Watch
A custom label still has a standard meaning
The associated status controls queue grouping and lifecycle behavior. Choose it by meaning, not by color or wording.
Privileges
The Support Settings privilege in the Support group (or the Privileges privilege) is required to view and save custom statuses.
Related Screens
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