Custom Statuses¶
What Are Custom Statuses?¶
Custom statuses let you go beyond Zendesk's built-in ticket statuses (New, Open, Pending, Hold, Solved, Closed) by creating additional statuses that better reflect your workflow. For example, you might add "Awaiting Vendor" or "Escalated to Engineering".
What Configly Captures¶
For each custom status, Configly stores:
- Status name and description
- Status category -- which built-in status category it maps to (e.g., pending, hold)
- Active status -- whether the custom status is currently enabled
- Default status -- whether it's the default for its category
- Agent and end-user labels -- the names shown to agents and customers
- Created and updated timestamps
Feature Support¶
| Feature | Supported |
|---|---|
| Sync |  |
| Diff / History | |
| Dependencies | |
| What-If | |
Viewing Custom Statuses¶
Navigate to Custom Statuses under Objects & Rules in your connection sidebar. You can browse all statuses, filter by active/inactive, and click any status to view its full details.
Common Dependencies¶
Custom statuses are referenced by:
- Triggers -- conditions that check or set a custom status
- Views -- filters that show tickets in a specific custom status
- Automations -- time-based rules that check status values
Use dependency mapping to see which objects reference each custom status before making changes.