Within Teamwork Desk, you can add new custom ticket statuses in addition to the default ones available.
To create a new ticket type, click your profile icon to the right of the main navigation bar and select Settings.
In the Settings area, go to the General subsection and select Ticket Statuses from the left sidebar menu.
You will see a list of the default statuses that are built into Teamwork Desk. These statuses cannot be removed.
To add a custom status, type the status name into the Add ticket status field below the search bar and click Add.
The new status will be added to your list of ticket statuses. Hover over the status to access the edit and delete options.
You can add a color to your custom statuses via the edit pencil. Click the color field below the status name and choose a color from the palette. You can switch between hex, rgba, and hsla using the arrows in the bottom right of the palette.
When viewing tickets, you will see the new status is available in the status dropdown.
Once selected, the status will be displayed on the ticket with your chosen color.
Deleting a status
To delete a custom status, hover over the status and select the trash can icon on the right-hand side.
A status can only be deleted once there are no tickets using it. If the ticket count for a custom status is greater than 0, you will see this tooltip.
For more information, see: Understanding Ticket Statuses