✔  Available on all subscriptions

What
Ticket statuses provide a way to categorize tickets based on their progress or resolution stage.
Why
  • Make it easier for agents to focus their time where it's most needed.
  • Organize tickets using a broad scope of statuses.
Who
  • Site admins can create and manage statuses.
  • Agents can apply statuses to tickets.
When
Your team has a large number of tickets and needs to categorize tickets to ensure actionable tickets are updated in a timely manner. Utilize (and create) statuses to help manage tickets.
  • Ex. Use "Waiting on customer" for tickets requiring a customer response before your agents can follow up. Use "Bug report" for tickets requiring follow up from your development team before you can give the customer an update.
What
Ticket statuses provide a way to categorize tickets based on their progress or resolution stage.
Why
  • Make it easier for agents to focus their time where it's most needed.
  • Organize tickets using a broad scope of statuses.
Who
  • Site admins can create and manage statuses.
  • Agents can apply statuses to tickets.
When
Your team has a large number of tickets and needs to categorize tickets to ensure actionable tickets are updated in a timely manner. Utilize (and create) statuses to help manage tickets.
  • Ex. Use "Waiting on customer" for tickets requiring a customer response before your agents can follow up. Use "Bug report" for tickets requiring follow up from your development team before you can give the customer an update.

Ticket statuses explained

Teamwork Desk creates six statuses by default. You can utilize these ones (explained in the table below) and create your own custom statuses.
  • These default statuses cannot be edited or deleted.
⚠️ Solved and closed tickets are automatically archived after 120 days of inactivity.

Status
Purpose
Active
Tickets that require action or a response. Tickets are automatically set to active in the following scenarios:
  • Ticket is first received
  • Linked task is completed
  • Customer replies to a ticket
Waiting on customer
Indicates the ticket is ongoing and pending more input from the customer. These tickets do not appear in your Active list in your starred inbox view.
On hold
Indicates a pause before the ticket can be resolved. Ex. You don't have an immediate solution for the customer, or you need to reach out to a colleague for additional insight.
Solved
The customer's issue(s) in the ticket are fully resolved.
💡 If happiness emails are turned on for the inbox, marking as solved automatically sends a happiness survey to the customer.
Closed
The ticket requires no further action but may not have had a resolution.
📝 Inboxes using the prevent replies to closed tickets setting mark closed tickets read-only. These tickets cannot receive future replies, notes, or forwards. Any attempted replies to the thread from the customer are created as new tickets.
Spam
Tickets considered as spam — set a spam threshold to automatically mark tickets with a higher spam rating than the threshold as spam.
Status
Purpose
Active
Tickets that require action or a response. Tickets are automatically set to active in the following scenarios:
  • Ticket is first received
  • Linked task is completed
  • Customer replies to a ticket
Waiting on customer
Indicates the ticket is ongoing and pending more input from the customer. These tickets do not appear in your Active list in your starred inbox view.
On hold
Indicates a pause before the ticket can be resolved. Ex. You don't have an immediate solution for the customer, or you need to reach out to a colleague for additional insight.
Solved
The customer's issue(s) in the ticket are fully resolved.
💡 If happiness emails are turned on for the inbox, marking as solved automatically sends a happiness survey to the customer.
Closed
The ticket requires no further action but may not have had a resolution.
📝 Inboxes using the prevent replies to closed tickets setting mark closed tickets read-only. These tickets cannot receive future replies, notes, or forwards. Any attempted replies to the thread from the customer are created as new tickets.
Spam
Tickets considered as spam — set a spam threshold to automatically mark tickets with a higher spam rating than the threshold as spam.

Create a custom ticket status

🔑 Site admins can create custom ticket statuses.

Ticket statuses are created from the site settings.

  1. Click your profile image and select Settings.
  2. Select the General tab.
  3. Choose Ticket Statuses in the left navigation menu.
  4. Click Add status.

    Image Placeholder
      
  5. Type the new status' name in the text field.
  6. Click the current color to open the color picker and choose a color for the new status.



  7. Click Add Status.

The new status is added to the list and agents can apply it to tickets. See the 'Assign a status to a ticket' section later on this page.
 

View and manage custom ticket statuses

🔑 Site admins can view and manage ticket statuses from site settings.
📝 System statuses cannot be edited or deleted.

  1. Click your profile image and select Settings.
  2. Select the General tab.
  3. Choose Ticket Statuses from the left navigation menu.
  4. View: Ticket statuses are displayed in a table showing:
    1. Status: The status' label and color
    2. Tickets: The number of tickets currently using the status
    3. Last modified by: Agent's name (hover to view the modified date)
  5. Edit: Hover over the relevant status and click the Image Placeholder on the status' right.
    1. Update the text in the field to update the status' name.
    2. Select the existing color to choose a different status color.
    3. Click Save Changes.



  6. Delete: Hover over the relevant status and click the trash can icon.
    1. Click Yes, delete this status to confirm.
      📝 Custom ticket statuses can only be deleted when their associated ticket count is zero. Bulk update affected tickets to a different status before deleting the original status.

💡 Click a column heading to sort the statuses alphabetically based on that column.
💡 Use the search field to locate statuses by name.

Set a default inbox ticket status

🔑 Site admins and inbox admins can set default inbox statuses.

Set a default status to be auto-selected when agents are replying to tickets in a particular inbox.

  1. Click your profile image and select Settings.
  2. Select the Inboxes tab.
  3. Click the inbox you want to update.
  4. Select Edit Inbox from the inbox's left navigation menu.
  5. Scroll to the Default Status option.
  6. Hover over the field, then click the pencil icon.


     
  7. Choose an alternative status from the dropdown.
  8. Click Save.

Each time an agent creates a new ticket or reply to an existing ticket in that inbox, the default ticket status is preselected.

Reorder custom statuses

Default order

🔑 Site admins can set a default order for ticket statuses from site settings.

  1. Click your profile image and select Settings.
  2. Select the General tab.
  3. Choose Ticket Statuses in the left navigation menu.
  4. Click and hold the icon on a status name's left, then drag the status to a new position in the list.
    📝 The Active status is locked to the top of the list and cannot be reordered.



The display order in the status settings is applied as the default order, for all agents, in any areas of Teamwork Desk where statuses are listed.

Custom inbox status ordering

🔑 All agents can customize their inbox views and set a custom status order.

  1. Select Inboxes from Teamwork Desk's main navigation menu.
  2. Choose an inbox view from the left panel (My Tickets, individual inbox).
  3. Click the settings cog (Image Placeholder) in the view's top right.
  4. Customize your view:
     
    Reorder
    Change the status tabs' order in the horizontal navigation menu.
    1. Scroll to the relevant status in the dropdown.
    2. Click and hold the set of dots on the status' left, then drag it to a new position in the list.
    Image Placeholder
    Hide unused statuses
    Toggle on Show only statuses with tickets to hide any status tabs currently without tickets.
    Default view
    Toggle on Default view to switch to the site's default status ordering.
    Reorder
    Change the status tabs' order in the horizontal navigation menu.
    1. Scroll to the relevant status in the dropdown.
    2. Click and hold the set of dots on the status' left, then drag it to a new position in the list.
    Image Placeholder
    Hide unused statuses
    Toggle on Show only statuses with tickets to hide any status tabs currently without tickets.
    Default view
    Toggle on Default view to switch to the site's default status ordering.

Assign a status to a ticket

🔑 All agents can apply statuses to tickets.

Apply statuses to a ticket based on the workflow stage it's currently in.

  1. Select Tickets from Teamwork Desk's main navigation menu.
  2. Choose an inbox section from the left navigation panel.
  3. Click a ticket subject to open that individual ticket thread.
  4. Apply a new status:
    1. Update immediately: Select the current status from the ticket view's top left, then choose an alternative status. The ticket's status updates immediately.
              Image Placeholder
       
       
    2. Update on reply: Select the status field below the reply editor, then choose an alternative status. The ticket's status updates once you click Send Message.
       
             Image Placeholder
 
💡 Do more with statuses

Best practices

  • Map your workflow: Use ticket statuses to map your company's internal workflow.
  • Keep it simple: Stick to what makes sense for your team (and to what they'll actually use).
  • Share with your team: Statuses can only be successful if your team is using them the same way. When you implement statuses, make sure to tell your team what they are and how/when to use them. Do periodic checks to make sure everyone is still on the same page.