Knowledge

In version 1.0.4, the Customer Service module has been updated with a feature that allows Admins to create and manage custom Ticket Statuses to perfectly match their business's ticket handling workflow, instead of relying solely on fixed, predefined statuses.

What is this feature used for?

Previously, ticket statuses were predefined by the system. With this update, you can:

• Create custom statuses tailored to your customer service workflow (e.g., Assessment Pending Review, Escalated to Program Coordinator, Awaiting Clinical Follow-Up...).

• Assign unique colors to each status for easy recognition when viewing the ticket list.

• Arrange the display order of statuses in the selection dropdown.

• Temporarily hide (Deactivate) a status without deleting it if it is no longer in use.

How to Access

1. Go to Customer Service -> Settings.

2. Select Ticket Statuses from the left navigation bar.

3. Here, you will see a list of all existing statuses, along with their Color, Sort Order, and Active/Inactive status.

   
   

Creating a New Status

1. On the Ticket Statuses screen, click the Add button.

2. Enter the Status Name — the display name of the status (e.g., "Reassessment Due").

3. Choose a Color — this color will appear as a colored badge on the actual ticket, both on the ticket list view and the ticket details screen.

4. Enter the Sort Order — the sequential number that determines the display position of this status in the dropdown menu when creating or updating a ticket (smaller numbers will display first).

5. Click Save to complete.

   
   

Editing or Deleting a Status

• Click the ✏️ icon in the Options column to edit the name, color, or order of a status.

• Click the ❌ icon to delete a status that is no longer in use.

Activating / Deactivating a Status (Active – Inactive)

The Status column at the end of the table allows you to enable or disable each status:

• Active: The status will appear in the selection dropdown when creating or updating tickets.

• Inactive: The status will no longer appear in the dropdown for tickets.

Notes

• The Status Name is mandatory when creating a new status.

• Colors should be clearly distinguishable between statuses to help staff quickly differentiate them when scanning the ticket list.

• The Sort Order only affects the display order in the dropdown menu; it does not affect the ticket workflow or business rules.

If you need further assistance with this feature, please contact the GTSSolution support team.