🟩 1. What Are Ticket Statuses?

Ticket Statuses show the current stage of a ticket in your support workflow. They help agents and customers understand whether a ticket is new, in progress, waiting, or resolved.

Statuses ensure:

• Clear communication

• Faster ticket handling

• Better SLA tracking

• Organized workflow

🟩 2. Default Ticket Statuses in Zoho Desk

Zoho Desk provides several built‑in statuses:

• Open – Ticket received, work not started

• On Hold – Waiting for internal action

• Waiting on Customer – Customer needs to reply

• Escalated – SLA breached or manually escalated

• Closed – Issue resolved and ticket completed

🟩 3. Custom Ticket Statuses

You can create your own statuses based on your workflow.

Examples for Kanchan Electronics:

• Waiting for Parts

• Assigned to Technician

• Under Inspection

• Ready for Delivery

• Replacement Approved

Custom statuses help you match Zoho Desk to your real‑world service process.

🟩 4. How to Change Ticket Status (Step‑by‑Step)

Step 1: Open the Ticket

Go to Tickets from the left panel.

Step 2: Find the Status Dropdown

You will see the current status at the top of the ticket.

Step 3: Select a New Status

Choose from default or custom statuses.

Step 4: Add a Note (Optional)

Add a public reply or private note to explain the update.

Step 5: Save

The ticket status updates instantly.

🟩 5. How to Create or Edit Ticket Statuses

Step 1: Go to Setup (gear icon).

Step 2: Under Customization, click Status.

Step 3: Choose the Department.

Step 4: Add or edit statuses.

Step 5: Set:

• Status Name

• Category (Open / Closed / On Hold)

• Color

• Description

Step 6: Save.

🟩 6. Best Practices for Ticket Statuses

• Keep status names short and clear

• Avoid too many statuses

• Use colors for quick identification

• Train agents to update status after every action

• Use “Waiting on Customer” to pause SLA timers

• Close tickets only after customer confirmation

🟩 7. Useful Status Workflow for Kanchan Electronics

Open → Assigned → Under Inspection → Waiting for Parts → Ready → Closed

For warranty cases: Open → Warranty Check → Approved → Replacement Issued → Closed

🟩 FAQs

Q1. Can I reorder statuses? Yes, you can drag and reorder them.

Q2. Does changing status affect SLAs? Yes, statuses like Waiting on Customer pause SLA timers.

Q3. Can customers see ticket status? Yes, on the Help Center portal.