Understanding Activity Status in BoldDesk
Activity Status is a system field in BoldDesk that helps teams track the progress of activities such as calls, meetings, follow-ups, tasks, and other activity types. By keeping activity statuses up to date, teams can quickly identify which activities are pending, in progress, completed, or cancelled.
Activity statuses in BoldDesk are predefined system values and cannot be customized. Administrators cannot:
- Create custom activity statuses.
- Rename existing statuses.
- Delete built-in statuses.
- Modify status colors.
- Change the default list of statuses.
All activities must use one of the predefined activity statuses available in BoldDesk.
Why Use Activity Statuses?
Activity statuses help teams:
- Track progress from creation to completion.
- Identify activities that require attention.
- Distinguish between customer-related and internal delays.
- Improve collaboration and accountability.
- Maintain consistent activity management across the organization.
Available Activity Statuses
| Status | Description | Recommended Usage |
|---|---|---|
| Open | The activity has been created, but work has not yet started. | Use when the activity is newly created and awaiting action. |
| In Progress | Work is actively being performed. | Use when an agent or team member is actively working on the activity. |
| Waiting for Requester | Progress depends on information, feedback, or approval from the requester. | Use when additional input is required before work can continue. |
| On Hold | Work is temporarily paused due to a dependency or blocker. | Use when waiting for an internal team, vendor, or external dependency. |
| Closed | The activity has been completed successfully. | Use when all required work has been finished. |
| Cancelled | The activity is no longer required and will not be completed. | Use when the activity is discontinued before completion. |
Updating an Activity Status
To update an activity status:
-
Open the activity.
-
Locate the Status field.
-
Select the appropriate status.
-
Save the activity.
The updated status is immediately visible to users with access to the activity.
Closed vs. Cancelled
Although both statuses indicate that no additional work will occur, they represent different outcomes.
| Status | Meaning |
|---|---|
| Closed | The activity was completed successfully. |
| Cancelled | The activity was discontinued before completion. |
Example
- A customer call that took place successfully should be marked Closed.
- A customer call that was called off before it occurred should be marked Cancelled.
Example Use Cases
Scheduled Customer Call
| Stage | Status |
|---|---|
| Call scheduled | Open |
| Preparation started | In Progress |
| Call completed | Closed |
Waiting for Requesters Information
| Stage | Status |
|---|---|
| Investigation started | In Progress |
| Awaiting customer logs | Waiting for Requester |
| Customer provides logs | In Progress |
| Investigation completed | Closed |
Internal Dependency
| Stage | Status |
|---|---|
| Analysis started | In Progress |
| Waiting for engineering review | On Hold |
| Review completed | In Progress |
| Activity completed | Closed |
Cancelled Meeting
| Stage | Status |
|---|---|
| Meeting scheduled | Open |
| Customer cancels meeting | Cancelled |
Frequently Asked Questions
-
Can I create custom activity statuses in BoldDesk?
No. Activity statuses are predefined system values and cannot be created, renamed, modified, or deleted. -
What is the difference between Waiting for Requester and On Hold?
Use Waiting for Requester when progress depends on information, feedback, or approval from the requester.
Use On Hold when progress depends on an internal team, external vendor, or other dependency. -
When should I use the Closed status?
Use Closed when all required work has been completed successfully and no further action is needed. -
When should I use the Cancelled status?
Use Cancelled when the activity is no longer required and will not be completed. -
Can a status be changed after an activity is created?
Yes. Activity statuses can be updated as work progresses to accurately reflect the current state of the activity.
