In this article, learn how to use and configure ticket statuses in Movidesk.

Statuses are essential for managing the lifecycle of a ticket, helping to organize, prioritize, and track services. Each ticket must have a status, indicating its current situation. In addition to the default statuses, you can create new ones to customize the organization of tickets according to your team's needs.

What are base statuses?

The base statuses are the system's default statuses, defining the core behaviors of tickets. Even if you create new custom statuses, they will always behave according to one of these base statuses. 

Here are the six available base statuses and the behavior associated with each:

How to edit or create a new status

To edit or create statuses, go to Settings > Classification > Status.

💡 Tip: Here, in addition to creating new statuses, you can rename or edit existing ones. To do so, make sure you have the correct system permissions:

1. Go to Settings > People > Access Profile.

2. Select the desired profile.

3. Enable the option Allow status registration.

How to create a new status

1. In Settings > Classification > Status, click on the + icon.

2. Fill in the four configuration fields:

   1. Name: Define a clear and functional name, such as "Waiting for customer response".

   2. Requires justification: Enable this option if you want to require a justification when applying the status. Example: the status On hold might have justifications like "Waiting for approval" or "Client response."

   3. Ticket type: Choose whether the status will apply to public tickets (visible to the client), internal (only for the team), or both.

   4. Status type: Define the status behavior based on the available base statuses (such as New or In progress).

⚠️ Attention: After creating and saving a status, it is not possible to change the linked base status. If you need to modify the status behavior, deactivate it and create a new one, performing a collective maintenance on the tickets that used the previous status.

Impact of statuses on other modules

The status of a ticket is one of the main classifications and affects various system functionalities and modules. Therefore, avoid deleting base statuses to prevent interfering with other processes. See below how statuses influence other areas:

Filters

In screens with status filters, you will see the option Incomplete. This refers to tickets with the status New, On hold, or In progress.

Triggers

Triggers can be set to react to status changes. You can choose criteria based on base statuses (like New) or a specific custom status. Statuses can also be used in trigger actions.

Example: Create a trigger that sends a notification if a ticket remains in the status Waiting for client for more than 48 hours.

Macros

When applying a macro, one of the possible actions is to change the ticket status. You can configure the macro to automatically modify the status based on the scenario.

SLA (Service Level Agreement)

The SLA module allows you to pause time counting or set completion deadlines based on the ticket status. For example, the On hold status can pause the SLA while waiting for a client response.

Opening a new ticket

When opening a new ticket, the default status will be New, but you can change it if the service has already started. The Closed status will not be available, as it requires client approval to be applied.

Ticket views

You can use the status as a criterion for views and also as a custom column in tables, making it easier to monitor tickets by status.

Editing tickets

During ticket editing, the On hold status will be available in the upper menu of the screen. The Resolved and Canceled statuses will appear with the action of adding notes, as they are required to close the ticket.

Indicators and Reports

The ticket status is also an integral part of various indicators and reports. You can configure indicators that show the average resolution time, the number of tickets in each status, and other important insights for management.