Ticket states help to set clear expectations when handling complex queries, ensuring both your customers and teammates are aware of a ticket's progress.
They are organized into four categories: Submitted, In progress, Waiting on customer, and Resolved, each with distinct behaviors.
You can use these default ticket states, or customize the states used by each ticket type and choose how they appear to teammates and customers.
Customize the states of an existing ticket type
To customize the states of an existing ticket type, go to Settings > Help Desk > Tickets > Ticket types and edit the ticket type.
Then scroll down and open the States section. This is where you can replace and add new states for this particular ticket type.
Remove existing ticket states and add new states
First, remove any states you don’t want this ticket type to use anymore by clicking the "x”.
Ticket states can be used across multiple ticket types. This only removes the states from being used by this ticket type. Other ticket types will remain unchanged.
Creating a brand new ticket state
Next, add new states that suit your ticket type’s process. Click Add state and then select a custom state you’ve previously created or select Create state.
Ticket state labels
When creating a ticket state, you have the option to provide both an internal label and a customer facing label:
Label visible internally - This label is only shown to teammates and allows you to maintain transparency within your team while preserving confidentiality.
Label visible to customers - This label is shown to customers in the Messenger, emails and tickets portal (if the ticket is shared with customers).
Only default label names (“Submitted”, “In progress”, etc.) are translated into supported languages.
For example, if you want to customize your In progress ticket states to be more transparent and reflective of your process, you can do this by creating a brand new state with the internal name "Investigating" and customer facing name “We’re looking into it!”
Then click Save to create your new ticket state and add it to this ticket type.
Note:
When adding a new state to an existing ticket type, the new state will be added to all closed, currently open and future tickets.
Every ticket type must include at least one state from each of these categories.
When you've finished customizing the states a ticket progresses through, make sure you save the ticket type to reflect the new states.
See and manage your ticket states
To manage your ticket states, go to Settings > Help Desk > Tickets > Ticket states. This provides an overview of all ticket states in your workspace and the ticket types currently associated with them.
You can edit the labels for existing ticket states or archive them by clicking on the Edit icon next to the ticket state.
Note:
Changing the label for a ticket state changes it for all connected ticket types which use this state, including closed tickets, currently open tickets, and future tickets.
If the ticket has been shared with a customer, they’ll see the updated label in the Messenger and tickets portal, as well as any email notifications sent after the label was changed. This will not trigger a notification.
You can also create new ticket states from Settings > Help Desk > Tickets > Ticket states. Simply click + Create ticket state in the top right and then choose a category to set the behavior for this new ticket state.
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