Custom Statuses

You can add Custom Statuses to your tickets, besides the default ones ("New", "In process" and "Resolved"). Every custom status has a name and a text-caption, used for the button that moves a ticket to this status. For example: a status named "On hold", with a "Put on hold" button. Or a status named "Escalated to management" with an "Escalate" button.

Button caption is optional. If you leave it empty, the button won't be shown, but the status can still be used in automation rules, filters, etc.

NOTE: New tickets should be moved to the "in process" status (by assigning a technician or by "taking" it) before you can move them to a custom status.

You can also mark a custom status "for technicians only" so only agents can move a ticket to this status.