HaloCRM

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Guides > Ticket Statuses

Ticket Statuses

Statuses are the easiest way to track the whereabouts of a ticket is in its lifetime when open, and being worked on. As with all other parts of the program, Halo offers sensible out-the-box suggestions to be utilised from our years of experience in the help desk software industry.


NOTE: If editing or deleting, there may be tickets that have used a status that when deleted, will not be suitable for audit trails. It is better that it is inactivated. If there are open tickets with a status, and it is edited or deleted, they too will be affected by this change, and so it is imperative to have thought the change through.


To view existing statuses, head to the 'Administration Console' > 'Processes' > 'Forms' > 'Statuses'. 



The statuses shown above are our default status options. 


To edit a status, just click into the one you want to change, and then press 'edit' in the top-left corner. 

To add a new status, press 'add' in the top right corner of the screen above. 



First, you can choose the status name and the icon text.


The icon text is how the status will show on a ticket and to your customer, whereas the status name is more of an identifiable name for the status in lists like the one above. 


Sequence in lists determines the list positioning on the status. The lower the number, the higher up it will show in the list drop-down when selecting a status.



Status colour is the colour of the icon text.


Next, you can choose the SLA behaviour of the status.



If you'd like the particular status to put the ticket on hold, you can set this here. You can also specify how the SLA hold is released, and whether to send reminder prompts to the customer/contact.


Next, you can set the email settings for the status. This means reminders or notifications if the ticket is left on hold for X period.



If the value is set to 0, this means it is disabled. 



This tick box setting determines whether the status appears here for selection:




The ability to do a status quick-change can be restricted by role or specific agent. The alternative is changing the status within an action. 


  • There are certain status values that are used in specific parts of Halo, such as “With Supplier”, used for logging tickets to third party companies.
  • Statuses can be restricted by Ticket Type, so if you have a set of status values that you specifically wish to use for Projects, specify them for “Tickets” in the Status area, but in the Ticket Type(s) used for Projects, restrict the status values to only appear on those Ticket Types. All others will not appear, and the ones you have selected will not appear anywhere else.
  • Setting the status of calls can also be specified at the Action button level, so when the action button is used, the status changes to a predefined setting.
  • The status can also be predefined for when an end-user updates the ticket with more information, and this is set at the Request Type level also.
  • There are also Quote, Sales Order, Purchase Order, Change Request, Adding New Ticket, Release, Contract statuses, but these are discussed in their relevant areas for advanced use.


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