Statuses live at the Queue level and can be edited from the Queue settings page. There are three status categories:
Open: Tickets that are created and/or waiting for support.
In-Progress: Tickets that are pending or awaiting customer response.
Done: Tickets that are closed or completed.
When a new Queue is created, you will have three default statuses available (one per category): Open / Pending / Closed. You can add additional statuses to those categories, but you must keep at least one in the
When a ticket is created, it will be assigned the default status in the
When a ticket moves to any status in the
Done category, Halp will automatically collapse the ticket. If you click the “Close Ticket” button in Slack or Microsoft Teams, the ticket status will change to the default
If you are connecting with Jira, please also follow this guide: Jira Status and Workflow syncing
If you are connecting with Zendesk, please also follow this guide: How to connect Zendesk to Halp
If you are using the Ticket List view, we recommend bookmarking your most commonly used filters: Saving Filters in Halp's Ticket List View