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:

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

Creating Custom Statuses

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