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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.
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

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.

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  5. Type the new status' name in the text field.
  6. Click the Color field to open the color picker and select a color for the new status.
    1. Drag the slider on the first color bar to update the palette to a specific color group.
    2. Click one of the corresponding color shades in the second bar. This will be the new status' color.



  7. Click Confirm to save the status.

The new status is added to the list of existing statuses.

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Assign a status to a ticket

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.
        
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    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.
       
       
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💡 You can do more with statuses:

Set a default inbox ticket status

Set a default status to be auto-selected when you 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.

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

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

View ticket statuses

Ticket statuses can be viewed from site settings.

  1. Click your profile image and select Settings.
  2. Select the General tab.
  3. Choose Ticket Statuses from the left navigation menu.
     
Ticket statuses are displayed in a table showing the following details for each status:
 
Status name
The status' label
Status color
The status's assigned color
Ticket count
The number of tickets currently using the status
Created
The status' creation date
Status name
The status' label
Status color
The status' assigned color
Ticket count
The number of tickets currently using the status
Created
The status' creation date

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

Reorder custom ticket statuses

Reorder 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 to the left of a status' name, then drag the status to a new position in the list.
    💡 The display order in the status settings also applies to other areas of Teamwork Desk where statuses are listed. (Ex. Individual ticket, bulk actions menu, filters.)
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Edit a custom ticket status

Custom ticket statuses are managed 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. Hover over the relevant status.
  5. Click the pencil to edit the status' name.

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  6. Next:
    1. Update the text in the field to update the status' name.
    2. Click the existing color to view and select a different status color.


  7. Click Confirm to save your changes.

Delete a custom ticket status

Custom ticket statuses can be deleted 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. Hover over the relevant status.
  5. Click the trash can icon.
    📝 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.
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  6. Click Delete in the confirmation window.


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.