Opened, resolved, new, closed… These are default ticket statuses that reflect a stage of ticket resolving. These statuses are visible for customers and customer representatives. Companies are not the same and they have different processes. So, in some cases, companies need a special ticket status.
Custom statuses in LiveAgent help tailor ticket statuses to fit specific customer service processes, enhancing resolution efficiency. They are visible in the agent panel but cannot be edited.
Why Custom Statuses Matter
Every business operates differently. While standard ticket statuses like “Open”, " “Resolved”, " “New”, " and “Closed” provide a basic framework, they may not fully capture the nuances of your specific workflow. Custom statuses allow you to:
- Align with your processes: Create statuses that match your unique customer service workflow
- Improve tracking: Better monitor tickets through stages specific to your business
- Enhance clarity: Provide clear visibility into ticket progression for both agents and customers
- Streamline operations: Reduce confusion and ensure consistent ticket handling
How Custom Statuses Work
Custom statuses are created to reflect specific stages in your ticket resolution process. Once created, they appear in the agent panel where agents can view them for individual tickets. This visibility helps agents understand exactly where each ticket stands in your unique workflow.
The key benefit is that custom statuses bridge the gap between generic default statuses and your company’s specific operational needs, making your help desk software work exactly the way your business operates.