Skip to main content
Every status belongs to one of six status categories. The category decides how the Helpdesk treats the ticket, and you can add your own statuses inside each one.

​
The six categories

Waiting on the customer? Use On customer, not Closed. Closing or cancelling hands the chat back to the AI agent, so the customer’s reply goes to the AI agent instead of your team. On customer keeps the AI agent out and moves to On you when the customer replies.

​
What each category changes

See what replies do to the status.

​
Managing statuses

Go to Settings → Helpdesk → Ticket statuses. Each category starts with one status of the same name, marked Default. The Helpdesk uses the default when it changes a status by itself, such as after a customer reply or a trigger.
1

Click Add status under a category

You can’t move a status to another category later.
2

Fill in the dialog

3

Click Add status

The Add status dialog showing the internal label, customer-facing label, and description fields
Each status has Edit, Set as default, Archive and Restore in its menu. Drag a status to reorder it.
  • You can’t archive the default, or a category’s last active status.
  • Archived statuses can’t be set on tickets. Use Restore to bring one back.

​
Using statuses elsewhere

Filters and triggers can match a category or one status. Trigger emails can use {{ticket.status}} and {{ticket.status_external}}. The Helpdesk API can set either.