How to Customize or Create a New Ticket Status

System default ticket status

The ticket status field of ticket form displays the current progress of the ticket. You can customize the ticket status in BoldDesk.
Default statuses are categorized into three groups.

Check out this video for more about customizing statuses.

The following table lists the default system statuses which cannot be deleted.

Status	Status Category	SLA Timer	Description
New	Pending	On	The New status is set by default when a ticket is created. It indicates that a new ticket has been created. Once an agent or group is assigned to the ticket, the status cannot be changed back to New.
Open	Pending	On	The ticket status changes from New to Open when an agent responds, and when the end-user responds, it also changes to Open, but this behavior can be customized.
On Hold	Hold	Pause	If a ticket’s resolution requires more time or information from the end user, the agent can put it on hold. When a ticket is on hold, the SLA timer pauses and no escalation is sent to the agents.
Waiting for Customer	Hold	Pause	When the agent responds to a ticket and waits for a response from the end-user, the status is “awaiting response.” During this time, the SLA timer will be paused.
Solved	Closed	Off	Agents can mark a ticket as “Solved” once they provide a solution to the customer. This status turns off the SLA timer.
Closed	Closed	Off	If the end-user confirms that the issue is resolved, the ticket will be closed. If the end-user responds to a closed ticket, it will perform actions based on the configuration…

When a closed ticket receives an update

When an end user replies to a closed ticket or tries to access it, certain actions will be taken.

1. Automatically change the ticket status to open: If you select this option for a closed status, any reply added by the user via email or portal will change the ticket status to open allowing follow-up replies to be added to the original ticket.
2. Create a new follow-up ticket: Selecting this option for a closed status will prevent the user from updating their closed tickets through the portal. If the user adds a reply via email, a new ticket will be created automatically.

3. Do not perform any action on the ticket state: If you select this option for a closed status, you can add a reply through email or the portal, but the ticket status will remain the same.

Create a ticket with closed status

The status field can be enabled in the ticket creation form through agent portal field configuration. This allows tickets to be created directly with a Closed status.

Custom Status

If the default statuses don’t suit your requirements, you can create a custom status.

How to Create a New Status with Pending/Hold Category

To create a new status, follow the given steps:

1. Open the Ticket Fields module.
2. Click the Status field or the Edit icon.

3. Click the Create Status button on the right side to open a dialog box.
4. Enter the required fields and click the Create button.

The following should be considered while creating a new custom status:

1. Label for Agent – The name of the status that appears in the agent portal.
2. Label for End User – The name of the status that appears in the customer portal.
3. Status Category – The SLA will be triggered based on this status category. The status category can be as follows:
   • Pending – SLA timer will be On.
   • Hold – SLA timer will Pause.
   • Closed – SLA timer will be Off.
4. On End-User Reply, the ticket will automatically be set to open status – When an end user replies, the ticket will automatically transition to “Open” status if this option is selected. This option applies to every status, except “Open,” “New,” and “Waiting for Customer.”
5. Color – The color of the status.

You can create custom statuses with only the pending and hold status categories but cannot create a new status for the close category.

How to Create a New Status With Closed Category

In BoldDesk, ticket statuses are organized into categories such as Hold, Pending, and Closed. Although the platform does not currently support creating a custom status directly under the Closed category, there are two effective workarounds to achieve similar functionality:

1. Rename an Existing Closed Status

You can modify the name of either the Solved or Closed status to reflect your desired custom status, such as Cancelled. This allows you to maintain the status within the Closed category while tailoring it to your workflow.

Steps to Rename a Closed Status

1. Log in to BoldDesk with admin privileges.
2. Navigate to Admin Settings > Ticket Fields > Status.
3. Locate the Solved or Closed status under the Closed category.
4. Click the Edit Icon next to the status you want to rename.
5. Enter your desired name, for example, change Closed to Cancelled.
6. Save your changes.
   

2. Create a status with hold status category and use Automation Rules

Create a new ticket status under the “Hold” status category and set up an automation rule to automatically close tickets when their status is changed to “Cancelled”.

Steps to Configure the Automation

• Navigate to Admin > Automation > Update Ticket Triggers.
• Click Add Rule and give it a descriptive name (For example, Map Cancel to Closed).
• Under Conditions, set:
  For example, If status is changed from any to Cancelled.
• Under Actions, set:
  For example, set Status to Closed.
• Click Add to Save.

Editing a status

To edit a status, follow the given steps:

1. Open the Status page.
2. Select Edit from the More Options menu to open a dialog.
   1. To change the status name shown in the agent portal, update the Label for Agent field.
   2. To change the status name shown in the customer portal, update the Label for End User field.
3. Make your changes on the status.
4. Click the Update option to update the changes.

How to reorder a status

To reorder a status, follow the given steps:

1. Open the status page.
2. Drag and drop the status to the desired position using the highlighted option as shown:

How to Delete a status

To delete a status, follow the given steps:

1. Open the Ticket Fields module.
2. Click the Status field or the Edit icon.

3. Select Delete from the More Options menu to open a dialog.

Permission for managing the status

To manage the status, you should enable the Manage fields and forms permission.