Ticket Status

[Radames]

How do we change the ticket status values. I mean, more than just rename the predefined values (Settings > Tickets > Customize Status Values) which are not similar to the new ones we would like to create. The existing do not match our model very well.

Thank you.

[Support Team]

The predefined Ticket Status can be renamed for your own needs, while keeping the "open", "closed" logic to the statuses (e.g. Completed and Canceled are considered "closed").

In case this does fit your needs, you may consider using a different field for this purpose. For example, you can use the "Cause" or "Category" fields for this purpose (in the Ticket's Details tab). Both are customizable and are displayed in the Tickets list as columns, so you can drag the column to be displayed in the most convenient place, and easily sort the list by this field. You can right-click the field names and select Field Settings in order to rename the fields. You can also use [edit list…] in order to modify the possible values.

HTH

Sherry