Custom Ticket Statuses

Default Statuses

Zupport comes with three default ticket statuses:

• Open — Ticket is active and needs attention
• Pending — Waiting for customer or external response
• Closed — Ticket is resolved

Custom Statuses

You can create additional statuses to better represent your workflow. Common examples:

• In Review — Ticket is being reviewed internally
• Waiting for Refund — Refund is being processed
• Escalated — Ticket has been escalated to a senior agent
• On Hold — Temporarily paused
• Waiting for Vendor — Awaiting third-party response

Creating Custom Statuses

1. Go to Settings → Ticket Statuses
2. Click Create Status
3. Enter a name and choose a colour
4. Set the status category (active, pending, or resolved)
5. Save the status

💡 Tip: Keep your custom statuses focused and avoid creating too many. 5-8 total statuses (including defaults) is usually optimal for most teams.