Managing ticket statuses

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<div class="note fastpath" style="margin-right: 0px;">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Objects and rules &gt; Tickets &gt;
Ticket statuses</span>
</div>
<p class="p" dir="ltr">When you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">activate custom ticket
statuses</a>, you can manage ticket statuses by editing,
activating or deactivating, and deleting ticket statuses. You can also
change the default ticket status of a category. </p>
<p class="p">You must be an admin to manage ticket statuses.</p>
<p class="p" dir="ltr">This article includes these sections:</p>
<ul class="ul" id="topic-1__ul_oz5_p1h_vrb">
<li class="li" dir="ltr"><a class="xref" href="#topic_wqd_t1h_vrb">Editing ticket
statuses</a></li>
<li class="li"><a class="xref" href="#topic_zgh_dbh_vrb">Changing the default
ticket status of a category</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_qbl_32h_vrb">Activating and
deactivating a ticket status</a></li>
<li class="li"><a class="xref" href="#topic_mpy_sfy_txb">Deleting custom ticket
statuses</a></li>
</ul>
<p class="p" dir="ltr">Related articles:</p>
<ul class="ul" id="topic-1__ul_okm_34g_vrb">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575861018" target="_blank">Creating custom ticket
statuses</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_wqd_t1h_vrb">
<h2 class="title topictitle2" id="ariaid-title2">Editing ticket statuses </h2>
<div class="body">
<p class="p">You can edit any ticket status, including standard ticket statuses and
custom ticket statuses. When you edit a ticket status name, the
change is reflected in your reports.</p>
<p class="p">You must be an admin to edit ticket statuses.</p>
<div class="p" dir="ltr">
<strong class="ph b">To edit a ticket status</strong><ol class="ol" id="topic_wqd_t1h_vrb__ol_vgl_t1h_vrb">
<li class="li" dir="ltr">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_wqd_t1h_vrb__d8e1219" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Ticket
statuses</strong>.</span><p class="p">The <strong class="ph b">Ticket statuses</strong> page
is displayed.</p>
</li>
<li class="li" dir="ltr">(Optional) Use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4892092747162#topic_x3c_btn_q5b" target="_blank">search bar or
filters</a> to find the ticket statuses you
want to edit.<p class="p"><img class="image" id="topic_wqd_t1h_vrb__image_bxd_sgn_vrb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cts_filters_button.png" width="500"></p>
</li>
<li class="li" dir="ltr">Move the cursor over a ticket status, then
click the options menu icon (<img class="image" id="topic_wqd_t1h_vrb__image_e3g_bvb_4cc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">).</li>
<li class="li" dir="ltr"> Click <strong class="ph b">Edit</strong>. <p class="p">The <strong class="ph b">Edit ticket
status</strong> page displays.</p>
<div class="note note">
<span class="notetitle">Note:</span> You can edit
nearly all of the configuration options on this
page; however, you can't move an existing ticket
status to a different status category.</div>
</li>
<li class="li">Configure the options for the status.<p class="p">For information
about the options that appear on this page, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575861018#topic_otl_drg_vrb" target="_blank">Configuration
options for ticket statuses</a>.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_s5c_sdg_ncc">
<h3 class="title topictitle3" id="ariaid-title3">Editing a standard ticket status</h3>
<div class="body">
<p class="p">Your standard ticket statuses include New, Open, Pending,
On-hold, and Solved. While standard ticket statuses can be
edited just like custom ticket statuses, they differ from
custom statuses because they include system placeholders by
default.</p>
<p class="p"><img class="image" id="topic_s5c_sdg_ncc__image_mxt_qgg_ncc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cts_standard_edit_placeholders.png" width="300"></p>
<p class="p">When you edit your standard ticket statuses, these placeholders
are lost. If you'd like to reset a standard ticket status
with its original, default placeholders, refer to the
placeholders below. Where it says "statusname", replace that
text with the standard status name. </p>
<p class="p">For example, if you wanted to reset the agent view name of the
New status you would enter
<code class="ph codeph">{{zd.status_new}}</code>. To reset the end
user view of the New status, enter
<code class="ph codeph">{{zd.status_end_user_new}}</code>.</p>
<p class="p"><strong class="ph b">Standard ticket status default placeholders</strong></p>
<ul class="ul" id="topic_s5c_sdg_ncc__ul_pp4_5yg_ncc">
<li class="li">
<strong class="ph b">Name (agent view)</strong>:
<code class="ph codeph">{{zd.status_statusname}}</code>
</li>
<li class="li">
<strong class="ph b">Description (agent view)</strong>:
<code class="ph codeph">{{zd.status_statusname_description}}</code>
</li>
<li class="li">
<strong class="ph b">Name (end user view)</strong>:
<code class="ph codeph">{{zd.status_end_user_statusname}}</code>
</li>
<li class="li">
<strong class="ph b">Description (end user view)</strong>:
<code class="ph codeph">{{zd.status_end_user_statusname_description}}</code>
</li>
</ul>
<p class="p">To learn more about placeholders, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886858138" target="_blank">Zendesk Support
placeholders reference</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_zgh_dbh_vrb">
<h2 class="title topictitle2" id="ariaid-title4">Changing the default ticket status of a category</h2>
<div class="body">
<p class="p">After you’ve created at least one ticket status in a category, you can
change the default ticket status of the status category. Each status
category includes a default ticket status. This default ticket
status is used by your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828984346" target="_blank">standard triggers</a>.</p>
<p class="p">You must be an admin to change the default status of a category.</p>
<div class="p">
<strong class="ph b">To view the default ticket status of a category</strong><ol class="ol" id="topic_zgh_dbh_vrb__ol_bkw_mql_dwb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_zgh_dbh_vrb__d8e1219" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Ticket
statuses</strong>.</span></li>
<li class="li">Click the options menu icon (<img class="image" id="topic_zgh_dbh_vrb__image_fpp_5dg_ncc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">) on the right
side and select <strong class="ph b">Default</strong>.<p class="p">The Default column
appears and the Default label is displayed in the
row of each category’s default ticket
status.</p>
<p class="p"><img class="image" id="topic_zgh_dbh_vrb__image_eky_yql_dwb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cst_default_options.png" width="550"></p>
</li>
</ol>
</div>
<div class="p" dir="ltr">
<strong class="ph b">To change the default ticket status of a category</strong><ol class="ol" id="topic_zgh_dbh_vrb__ol_wtm_dbh_vrb">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_zgh_dbh_vrb__d8e1219" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Ticket
statuses</strong>.</span></li>
<li class="li" dir="ltr">In the table, in the (first) heading row,
click the options menu icon (<img class="image" id="topic_zgh_dbh_vrb__image_xgv_vdg_ncc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">) on the right
side and select <strong class="ph b">Status category settings</strong>.
<p class="p"><img class="image" id="topic_zgh_dbh_vrb__image_ylw_tym_vrb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cts_sort_statuses.png" width="250"></p>
</li>
<li class="li" dir="ltr">Under the default ticket status of a category
that you want to change, use the drop-down list to
select the new default ticket status.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_qbl_32h_vrb">
<h2 class="title topictitle2" id="ariaid-title5">Activating and deactivating a ticket status</h2>
<div class="body">
<p class="p">Your account can have up to 100 ticket statuses, but it's recommended
that you limit the number of active ticket statuses in your account
to keep things manageable. All active ticket statuses appear in the
status picker, in the ticket interface.</p>
<div class="note note">
<span class="notetitle">Note:</span> Deactivating a ticket status is not the same as deactivating the
entire custom ticket status experience. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">Activating custom ticket
statuses</a>.</div>
<p class="p">If you have more than 10 active ticket statuses, the status picker will
display the first 10 active ticket statuses. Agents will need to
scroll down to see the rest.</p>
<p class="p">When a ticket status is deactivated, it's removed from the status picker
and agents will no longer be able to assign that status to tickets.
However, deactivating a ticket status doesn’t delete it and you can
reactivate it at any time. Any tickets using the deactivated ticket
status will still retain the status.</p>
<p class="p">If you want to delete a ticket status, you must deactivate it first.</p>
<p class="p">Admins can activate and deactivate ticket statuses.</p>
<p class="p" dir="ltr"><strong class="ph b">To activate or deactivate a ticket status</strong></p>
<ol class="ol" id="topic_qbl_32h_vrb__ol_rvd_l2h_vrb">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_qbl_32h_vrb__d8e1219" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Ticket
statuses</strong>.</span></li>
<li class="li" dir="ltr">Move the cursor over the ticket status, click the
options menu icon (<img class="image" id="topic_qbl_32h_vrb__image_x2c_fvb_4cc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">), and then click
<strong class="ph b">Activate</strong> or <strong class="ph b">Deactivate</strong>. </li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_mpy_sfy_txb">
<h2 class="title topictitle2" id="ariaid-title6">Deleting custom ticket statuses</h2>
<div class="body">
<p class="p">After deactivating a custom ticket status, you can delete the status if
it’s not applied to any active tickets.</p>
<p class="p">Active tickets are any tickets that aren’t in the Closed state. This
means that solved tickets that aren’t yet closed are considered
active tickets. To learn more about how tickets are solved and
closed when using custom ticket statuses, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8263915942938#topic_zlx_pyk_fdc" target="_blank">About closed tickets solved
with a custom ticket status</a>.</p>
<div class="note attention">
<span class="attentiontitle"></span> Check if your business rules (such as triggers and
automations) use a custom ticket status before deleting the status.
Business rules that use a deleted custom ticket status will not
run.</div>
<p class="p">You must be an admin to delete custom ticket statuses.</p>
<p class="p"><strong class="ph b">To delete a custom ticket status</strong></p>
<ol class="ol" id="topic_mpy_sfy_txb__ol_l1g_tff_5xb">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_mpy_sfy_txb__d8e1219" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Ticket
statuses</strong>.</span><p class="p">By default, the filter for active ticket
statuses is applied.</p>
</li>
<li class="li">Click <strong class="ph b">Clear filters</strong> to display deactivated ticket
statuses.</li>
<li class="li">Move the cursor over a custom ticket status, click the options
menu icon (<img class="image" id="topic_mpy_sfy_txb__image_ly3_2vb_4cc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">), and then click
<strong class="ph b">Delete</strong>.<p class="p">The option to delete the ticket
status only displays if the ticket status has been
deactivated already.</p>
<p class="p">If the ticket status is
being used on any active tickets, a message appears.
Click <strong class="ph b">Cancel</strong> to go back, then remove the
status from any active tickets, including solved
tickets that aren't closed.</p>
<div class="note note">
<span class="notetitle">Note:</span> You might
experience a delay when deleting a status if you
just updated active tickets to a different status
from the custom ticket status you’re trying to
delete. Wait a few minutes and then try
again.</div>
<p class="p"><img class="image" id="topic_mpy_sfy_txb__image_uqc_cgf_5xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cts_delete_warn.png" width="400"></p>
<p class="p">If the ticket status isn’t
being used on any active tickets, a confirmation
message appears.</p>
<p class="p"><img class="image" id="topic_mpy_sfy_txb__image_wxs_t1n_5yb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cts_delete_confirm.png" width="400"></p>
</li>
<li class="li">Click <strong class="ph b">Delete</strong>.</li>
</ol>
</div>
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