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.

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In the Settings area, go to the General subsection and select Ticket Statuses from the left sidebar menu.

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You will see a list of the default statuses that are built into Teamwork Desk. These statuses cannot be removed.

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To add a custom status, type the status name into the Add ticket status field below the search bar and click Add.

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The new status will be added to your list of ticket statuses. Hover over the status to access the edit and delete options.

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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.

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When viewing tickets, you will see the new status is available in the status dropdown.

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Once selected, the status will be displayed on the ticket with your chosen color.

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Deleting a status

To delete a custom status, hover over the status and select the trash can icon on the right-hand side.

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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.

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For more information, see: Understanding Ticket Statuses