Add a ticket status type

Addition of descriptive status types helps operators and clients see the high level status of a ticket.

This task explains how to add a new ticket status.

  1. Select Ticket Status Types under Help Desk on the Configuration and Tools page.
    The Ticket Status List page is displayed.
  2. Click Add...
    The Ticket status window is displayed.
  3. Select the Ticket type from the drop-down.
    Note: This list is populated from Ticket types.
  4. Type a message in the Public message field.
    A public message is visible to users who have access to CAT.
  5. If different to your public message, type a message in the Private message field.
    Private messages are only visible to Smile operators.
  6. (Optional) Select the checkbox for Use this status type when a ticket is closed.
  7. Click Save.
    The Ticket Status List page is displayed.

Figure: New Ticket status window

Screenshot of the new ticket status type window