Creating custom ticket statuses

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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Objects and rules &gt; Tickets &gt;
Ticket statuses</span>
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<p class="p">Zendesk supports a set of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8263915942938#topic_lqf_myk_fdc" target="_blank">standard ticket statuses</a> that are used to help you
manage your ticket workflows. Admins can create custom ticket statuses to indicate a more
meaningful ticket status to your business and end users. </p>
<p class="p">You can use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827693594#topic_jnb_4hq_4y" target="_blank">custom ticket status attributes in your reporting</a> and
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7755811560346" target="_blank">associate specific statuses to your ticket forms</a>.</p>
<div class="note note">
<span class="notetitle">Note:</span> If your account was created before Jan 17, 2023, you might need to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">activate custom ticket statuses</a>.</div>
<p class="p" dir="ltr">This article includes these sections:</p>
<ul class="ul" id="topic-1__ul_wsb_kqg_vrb">
<li class="li" dir="ltr"><a class="xref" href="#topic_jqm_g1h_vrb">Creating a
custom ticket status</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_otl_drg_vrb">Configuration
options for 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/4892092747162" target="_blank">Viewing your ticket statuses</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575941402" target="_blank">Managing ticket
statuses</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_jqm_g1h_vrb">
<h2 class="title topictitle2" id="ariaid-title2">Creating a custom ticket status</h2>
<div class="body">
<p class="p">Admins can create custom ticket statuses.</p>
<p class="p">If you've just activated custom ticket statuses, then you may need to refresh Admin Center
to see the Ticket statuses page.</p>
<p class="p" dir="ltr"><strong class="ph b">To create a custom ticket status</strong></p>
<ol class="ol" id="topic_jqm_g1h_vrb__ol_anf_h1h_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_jqm_g1h_vrb__d8e1412" 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">Click <strong class="ph b">Create ticket status</strong>.</li>
<li class="li" dir="ltr">Configure <strong class="ph b">the basics</strong> for your new status.<p class="p">For
information about the options that appear on this
page, see <a class="xref" href="#topic_otl_drg_vrb">Configuration options for ticket
statuses</a>.</p>
</li>
<li class="li">Click <strong class="ph b">Next</strong>.</li>
<li class="li">Add the status to one or more ticket forms:<ul class="ul" id="topic_jqm_g1h_vrb__ul_hwq_5qb_ldc">
<li class="li">To add the status to all of your ticket forms,
select <strong class="ph b">All forms</strong>. </li>
<li class="li">Choose one or more ticket forms from the
<strong class="ph b">Select where to add this ticket status</strong>
drop-down.<p class="p"><img class="image img-screenshot" id="topic_jqm_g1h_vrb__image_aq2_1rb_ldc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cts_create_form_stepper.png" width="400"></p>
</li>
</ul>
<p class="p">Learn more about <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7755811560346" target="_blank">adding ticket
statuses to your forms</a>.</p>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Create ticket status</strong>.<p class="p">For information
about making changes to a ticket status after you saved it, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575941402" target="_blank">Editing ticket statuses</a>.</p>
<p class="p">After you create custom ticket
statuses and begin using them, you can view reporting information in Explore. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827693594#topic_jnb_4hq_4y" target="_blank">Metrics and attributes for Zendesk Support</a>. Also
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6487691412762" target="_blank">Explore recipe: Reporting on custom ticket
statuses</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4628409464474" target="_blank">Explore recipe: Creating KPIs for tickets by status</a> to learn
more about reporting for custom ticket statuses.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_otl_drg_vrb">
<h2 class="title topictitle2" id="ariaid-title3">Configuration options for custom ticket statuses</h2>
<div class="body">
<p class="p">You can configure these options when you create or edit a ticket status: </p>
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<th class="entry cellrowborder" id="d5831e224">Options</th>
<th class="entry cellrowborder" id="d5831e227">Description</th>
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<p class="p">Category </p>
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<td class="entry cellrowborder" headers="d5831e227">
<p class="p">Specifies which status category (New, Open,
Pending, On hold, Solved) the ticket status is
assigned to. </p>
<p class="p" dir="ltr">You cannot assign a ticket status to
the New or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883475354" target="_blank">Closed</a>
status categories.</p>
<p class="p" dir="ltr">Category is editable only when you’re
creating a new ticket status. Make sure you assign
the new ticket status to the correct status
category. Once you save your changes, you can’t
move it to a different status category.</p>
<div class="note note">
<span class="notetitle">Note:</span> The <strong class="ph b">On hold</strong> status category only
appears if the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889282458" target="_blank">On-hold
status</a> is activated.</div>
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<p class="p">Name (agent view) </p>
</td>
<td class="entry cellrowborder" headers="d5831e227">
<p class="p">Specifies the name of the ticket status that
agents see.</p>
<p class="p">There’s a 48 characters limit for ticket status
names. Ticket status names that are 35 characters
or longer are truncated.</p>
<p class="p"> For example, on the <strong class="ph b">Submit</strong> button, in
the status picker, on ticket tabs, and in the
<strong class="ph b">Status</strong> column of a view.</p>
<p class="p">To translate the custom ticket status name to
different languages, you can enter a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882999066" target="_blank">dynamic content
placeholder</a>. For example,
<code class="ph codeph">{{dc.custom_ticket_status_pending_review}}</code>.</p>
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<td class="entry cellrowborder" headers="d5831e224">
<p class="p">Description (agent view) </p>
</td>
<td class="entry cellrowborder" headers="d5831e227">
<p class="p">Description that agents see for the ticket
status.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d5831e224">
<p class="p">Show end users a different view </p>
</td>
<td class="entry cellrowborder" headers="d5831e227">Select this option if you want end users to
see a different name or description. Otherwise,
agents and end users will see the same name and
description.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d5831e224">
<p class="p">Name (end user view) </p>
</td>
<td class="entry cellrowborder" headers="d5831e227">
<p class="p">Specifies the name of the ticket status that
only end users see. Available only when <strong class="ph b">Show
end users a different view</strong> is selected.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d5831e224">
<p class="p">Description (end user view)</p>
</td>
<td class="entry cellrowborder" headers="d5831e227">
<p class="p">Description of the ticket status name that end
users see. Available only when <strong class="ph b">Show end users a
different view</strong> is selected.</p>
</td>
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<td class="entry cellrowborder" headers="d5831e224">
<p class="p" dir="ltr">Set as active</p>
</td>
<td class="entry cellrowborder" headers="d5831e227">
<p class="p">Activates the ticket status. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575941402#topic_qbl_32h_vrb" target="_blank">Activating and
deactivating a ticket status</a>.</p>
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