No matter whether you want to differentiate between Resolved and Archived requests, or whether you want to know whether a request is Waiting for management or Waiting for requester, with our custom statuses you can have it all!

For each of the 4 steps in a request lifecycle (Not started / Started / On hold / Done) you can now add additional statuses, that can be assigned to any of the requests in the team.

For each new status you can define the name and color so that you can easily identify it in the request. Each status is also assigned to one step in the request lifecycle.

Additionally, there are 4 default statuses (To do / In Progress / Waiting / Resolved), one in each step, that cannot be edited or deleted.

Status properties

Some of the steps have specific properties that apply to all statuses assigned to them:

  • All statuses in the On hold step pause the countdown for the Time to resolution SLA goal
    💁🏻‍♀️ To count waiting time for a specific status, use the Started step instead

  • All statuses in the Done step move the request to the Archive.

  • The employee is notified only when the request is moved to the default Resolved status.
    💁🏻‍♀️ To silently "archive" requests create a new status in the Done step. Assigning this status will move the request to the Archive without notifying the employee.

Frequently asked questions

What happens when I move a request to another team?

Request moved to different teams will be assigned the default status within the same step.

Can I delete a status?

Yes, but only when there are no requests assigned to it.

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