Statuses

The status defines a ticket’s life cycle, and as an administrator you can manage the status values. You can add new, rename, enable/disable, delete and set a default status.

The two columns For Agents and For Customers represent how the statuses are displayed in the different consoles. New, Assigned, Open, Pending, Pending – Customer, Resolved and Closed are the default status groups. They are also referred to as the core statuses. You cannot add, edit or delete groups, only the values within them.

From Resolved to Closed

Pureservice automatically sets a ticket’s status to Closed five days after is has been set to Resolved. The number of days before a ticket automatically closes can be managed in the Workflow center.

Add new status

Each group has an input field in the bottom. Type a status name in the field and press enter to add a new status.

Rename status

Click on a status name, either predefined or custom made, to edit it. You can change the name in both columns (For Agents and For Customers).

Enable / disable status

It is possible to deactivate/disable a status without removing it completely from the help desk. Simply press “Off” to do so. To activate/enable the status again, press “On” . Disabling a status already in use by a ticket will not remove the ticket’s status. Disabling a status only restricts new tickets from using it.

The background colours of the buttons indicate whether a status is enabled or disabled. If a status is enabled, the background colour of the “On” button is green. If a status is disabled, the background colour of the “Off” button is dark grey.

Use the “Hide disabled/Show disabled” button to get a sorted view of the active statuses.

Default status

Setting a status as default is only possible when there is more than one status in a group. This applies for all groups except Pending, which cannot have a default status. When needed, the workflow selects a default status from the appropriate group.

Delete status

Press to delete a status permanently. If a group has several predefined statuses, you can delete all of them except the last remaining value. Removing a status already in use by a ticket will not remove that ticket’s status. Removing a status only restricts new tickets from using it.

You cannot delete a default status.