Ticket Status
Overview
The HD Ticket Status DocType defines the lifecycle states of helpdesk tickets in the system. It lets administrators control how statuses appear to agents and end-users, how SLAs behave depending on the status, and how statuses are visually represented (e.g., with colors). This DocType helps keep ticket handling, SLA tracking, and reporting consistent.
How to Navigate to HD Ticket Status
- Go to Desk.
- Click on Search, type HD Ticket Status, and open the first result.
- If you can’t find it, open this URL directly in your browser:
<site_name>/app/hd-ticket-status
Key Properties
| Field | Type | Description |
|---|---|---|
| enabled | Check (Default: 1) | Whether the status is active and available for use. |
| label_agent | Data (Required, Unique) | Internal name of the status shown to helpdesk agents. |
| order | Int | Sequence in which statuses appear in lists. |
| different_view | Check | If enabled, end users will see a different label than agents. |
| label_customer | Data | Label shown to end users (mandatory when different_view is enabled). |
| category | Select (Open / Paused / Resolved) | Controls SLA timer behavior: Open = continues, Paused = paused, Resolved = stops. |
| color | Select | Optional color tag for visually distinguishing statuses. |
Setting up a ticket status:
Helpdesk Settings (HD Settings)
Global settings define status behavior when tickets are created or reopened:
- Default Ticket Status — Status assigned when a ticket is first created.
- Reopen Ticket Status — Status assigned when a ticket is reopened.
These apply system-wide unless an SLA overrides them.
Per-SLA Level Configuration
You can set Default and Reopen statuses per SLA. Preference order:
- SLA-level configuration (highest priority)
- HD Settings (fallback)
This allows different SLAs (e.g., team A vs team B) to have distinct creation/reopen workflows while maintaining a global default.
Permissions
Only users with the System Manager / Agent Manager role can create, modify, or delete ticket statuses.
Available permissions: Create, Read, Write, Delete.
Behavioural Rules
- Closed is read-only: only color and order can be changed. Closed status is also of the category "Resolved". It can't be deleted.
- If different_view is enabled,
label_customeris mandatory. - category directly affects SLA timers (Open = continues, Paused = paused, Resolved = stops).
- The system must always have at least one enabled status in each category (Open, Paused, and Resolved).
This is how status looks like on the Agent Side:
