Can I create my own Status code?

[ylomnstr]

For example, when we complete a ticket, we change the status to completed. We would like to follow up with customers, and after that's done, we'd like to change that status to "followed up" or something along those lines. Can I create my own status code? Thanks.

[Support Team]

Yes, you can rename the Ticket statuses to fit your own business needs from Tools > Options > Tickets > Customize Status Values.

HTH

Neta

[ShamanSys]

Hello,

I like what is there currently and would like to add another status called "Follow-Up". Is it possible to add a new one instead of renaming it?

Thanks.

[Support Team]

Most of the drop down selection lists in the system (and there are dozens of those) can be fully customized and there is no limit on the number of values that can be added to each.

The Ticket Status acts a little differently than most list and you can only rename existing values. The reason for this is that the system 'understands' the order/value of each entry. This way the system 'knows' the meaning of different statuses - which ones mean a 'Closed' state, which ones mean 'Open' etc. This way you can easily filter tickets using the status filter groups (in the ticket's tool bar, using [open], [closed], etc.). This is why a special management window is available to manage the Ticket statuses values.

Note that you may consider utilizing a different ticket field in order to define a 'secondary status' field. For example, you can rename the Ticket's Field1 to reflect the additional status field, and then edit the possible values list by selecting the [Edit List...] option. You can then set this field for your needs, and filter the tickets lists and reports by this field.

HTH

Ethan

[allenc]

The Status: Ext: on the Details tab might also work for you.
The Status: Ext: was discussed in a prior thread.

[Support Team]

That's true - here is the relevant forum thread.

Thanks!

Bracha