Statuses¶
A status is an outcome code: agents set it on an activity, a ticket or a campaign record to say what happened ("Order placed", "Complaint", "Call back later") or what stage a process is in. Set up your statuses in Settings β Workflows β Statuses.
Why Statuses Matter¶
Statuses are what turn "we handled 400 calls" into "we handled 120 complaints and 80 orders". They feed the status-based statistics in Statistics β Activity counts by statuses, Activities statuses by queues/users, Campaigns by statuses, Campaigns statuses by queues/users and Tickets by statuses β so contact-reason, outcome and campaign-conversion reports are only as good as the statuses your agents set.
A status is only offered where it is linked: agents can select it only in activities of the queues, tickets of the categories and records of the CRM record types you link it to (see below). A status that is not linked to anything never appears to agents, and the reports built on it stay empty.
Recommended starting point
This is a suggestion, not a product default: start with 5β8 statuses that describe the reason for contact and its outcome (for example Order, Complaint, Information, Resolved, Call back later), and link them to every queue and category where agents should use them. Add more only when a report needs them β a long list slows agents down and makes the choice less consistent.
For tickets, you can make a status mandatory with the category's Status required setting β see Categories.
Status Details¶
Go to Settings β Workflows β Statuses to see the list of your statuses. Fill in the Title and, optionally, a Description, then set up the status:
| Setting | Description |
|---|---|
| Validation | When turned on, a campaign record cannot be saved with this status unless all required fields are filled in. The required fields are set in the record's Call Script. |
| Next call | When turned on, a campaign record cannot be saved with this status unless a date and time for the next call is entered. |
| Colour | The colour of the flag displayed in the list of tickets when this status is set on a ticket.  |
Save your status.
Select Categories, Queues and CRM Record Types¶
In the status list, click Categories, Queues or CRM Record Types in the Relations column. This opens a list of your categories, queues or CRM record types. Select the ones where you want to use the status and click Save.
You can also link statuses from the other side β from a category's or queue's Relations column.
Tip
The category and CRM record type links you select here are applied in the user interface only. Through the API, any status can be set on tickets and CRM records.