Halp Statuses

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 Open and Done categories.

When a ticket is created, it will be assigned the default status in the Open category. 

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 Done status.

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

Migration Plan
In order to not impact existing workflows, we duplicated statuses on every existing queue. You should not be negatively affected by this change, but we recommend going into each queue and cleaning up your statuses to match that queues' workflows.


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