Ticket Statuses

Ticket Statuses define the lifecycle of support tickets in Frappe Helpdesk. They indicate the current stage of a ticket, help agents track progress, and determine how Service Level Agreements (SLAs) behave throughout the support process.

Each status belongs to a category that controls whether the SLA timer continues running, pauses, or stops completely. Statuses can also have different labels for agents and customers, making communication clearer while preserving internal workflows.

Managing Ticket Statuses

Ticket Statuses are managed through the HD Ticket Status DocType.

1. Switch to Desk.
2. Search for HD Ticket Status.
3. Open the HD Ticket Status DocType.
4. Create a new status or edit an existing one.
5. Save your changes.

Ticket Status Fields

Each Ticket Status contains the following properties:

Status Categories

Every ticket status belongs to one of three categories, each affecting SLA calculations differently.

Choosing the correct category is important because it directly affects first response and resolution time calculations.

Default and Reopen Status

Helpdesk automatically assigns statuses when tickets are created or reopened.

Global Settings

From HD Settings, you can configure:

• Default Ticket Status — Applied when a new ticket is created.
• Reopen Ticket Status — Applied when an existing ticket is reopened.

SLA-specific Settings

Each SLA can define its own default and reopen statuses.

When both are configured, Helpdesk follows this priority:

1. SLA configuration
2. HD Settings (fallback)

This allows different teams or support workflows to use different ticket lifecycles while still maintaining system-wide defaults.

Customer-Friendly Status Labels

Some internal workflow names may not be suitable for customers.

By enabling Different Customer View, you can display a separate status label on the customer portal while agents continue seeing the internal status name.

For example:

Permissions

Only users with the following roles can manage ticket statuses:

• System Manager
• Agent Manager

These users can create, edit, and delete custom ticket statuses.

Important Rules

• The Closed status cannot be deleted.
• For the Closed status, only the Color and Order fields can be modified.
• If Different Customer View is enabled, a customer label becomes mandatory.
• Every Helpdesk instance must always contain at least one enabled status in each category: Open, Paused, and Resolved.
• Status categories directly control SLA timer behavior.

Typical Workflow

1. A new ticket is created and receives the default status.
2. An agent begins working on the ticket while the SLA timer continues running.
3. If waiting for customer input, the ticket can move to a paused status.
4. Once the issue is resolved, the ticket moves to a resolved status and the SLA timer stops.
5. If the customer responds again, the ticket can automatically return to the configured reopen status.

Best Practices

• Keep status names simple and meaningful for agents.
• Use customer-friendly labels when internal workflow names may be confusing.
• Choose the correct status category to ensure SLA timers behave as expected.
• Configure default and reopen statuses for each SLA when different workflows are required.
• Avoid creating unnecessary statuses that duplicate existing workflow stages.