Custom ticket statuses

Set up custom ticket statuses to tailor Front’s ticketing experience to match your team’s specific business processes. Use statuses like “Waiting for Approval” or “Waiting for Finance” for more granular tracking within the default Open, Waiting, and Resolved statuses. 

This article assumes you are familiar with using ticket statuses.

When custom ticket statuses are configured, teammates can select them in the conversation status bar.

Teammates can also select the appropriate status when sending a message using the composer.

You must be a Front company admin to manage ticket statuses in company preferences.

Step 1

Click the gear icon on the top right of Front and into the Company settings tab.

Step 2

Select Preferences in the left sidebar, then click the Ticket statuses tab.

Step 3

Click Create status.

Step 4

Fill in the following fields:

• Category: Choose whether the status is considered Open, Waiting, or Resolved. This cannot be changed after the status is created.

• Name: Enter the text displayed in shortcut buttons and inboxes.

• Description (optional): Explain when teammates should use this status. This description will display in the tooltip for your team.

• Set as default for reopen (for Open status only): Check the box for “Set as the default for reopened conversations” to assign this status to a conversation when it reopens.

Step 5

Click Save when finished. The status is now available in your ticketing inboxes.

Hover over a status, click the three-dot menu, then select one of the actions. You can also click directly on the status to access the editor.

If you archive a status, you’ll see a pop-up to confirm the resulting actions. Default statuses cannot be archived.

To restore a status, click the three-dot menu in your list of statuses, then select Archived statuses. Hover over the status you want to restore, click the three-dot menu, then click Restore status.

Yes. You can have up to 10 active statuses in your company preferences.

No. You must have the default names for Open, Waiting, and Resolved statuses at this time.

No. Ticket statuses configured in company preferences will apply to all shared inboxes and workspaces in your company that have ticketing enabled.

Not at this time. Tickets are ordered alphabetically within each category sorted by Open, Waiting, then Resolved.

This feature is available on the latest Starter plan or above.