Create customized statuses for tickets

Customize your MSP Manager account by creating unique statuses for your ticket work flow. Keep your tickets organized with custom statuses that reflect your exact business practices. Custom ticket statuses can be grouped into the standard, hard coded statuses (New, Assigned, In Progress, On Hold, Complete, Reviewed, Billed) and selected from within the ticket editor.

Create multiple Reviewed statuses for different departments to double check tickets before billing your customers, or multiple Assigned statuses depending what department or technician is best suited to handle the issue.

Default Ticket Statuses

Ticket Status Definition
New Ticket has been created but is not assigned to a technician
Assigned

Ticket has been created and assigned to a technician

Removing an assigned user will not automatically set the ticket's status back to 'New'

In Progress The ticket is being worked on - this can be automatically triggered by starting a timer or manually adding a time entry
On Hold Ticket is paused and will not count against any SLAs in place
Complete Work is finished and ticket has been marked as completed
Reviewed Ticket is marked complete and being reviewed before it is sent to billing
Billed The ticket is attached to an invoice that has been run through the billing process

Ticket permissions

Before beginning to create custom statuses for your tickets, make sure users have the correct permissions.

  1. Navigate to Settings > Users & Permissions > Roles.
  2. Select to edit the role of the user that requires permissions for creating custom ticket statuses.
  3. Select the MSP Company Management section to expand it's options.
  4. Select the Configure Ticket Custom Statuses option, and click Save Role when finished.

Create Custom Ticket Statuses

  1. Navigate to Settings > Tickets & Workflows > Ticket Statuses.
  2. The Status Editor contains a list of all hard coded ticket statuses with automatically generated custom statuses listed underneath that can not be deleted. To change the language or name of an auto generated custom status, click edit and enter the new name for the custom status.

  3. Select to edit an existing custom status or select Add new to add an additional custom status.
  4. Enter a name and description for the new status and click Save.
  5. Continue to add custom statuses to each category as needed for your business' ticketing practices.

The new custom statuses are now available to add to tickets from within the Status section of the ticket editor.

Use Ticket Filters in the Helpdesk or in a customer's ticketing page to sort and view all tickets by their specific status. You can also run reports for tickets with custom statuses.

Combine custom ticket statuses with ticket queues to stay organized and make sure all issues are assigned to and fixed by the appropriate department or technician.