Overview
Custom states tailor investigation stages to match your processes. Add new states and adjust the default ones for a precise match with your unique procedures. Add sub-states within the five default state groups (New, In Progress, On Hold, Resolved, or Closed), or adjust the default state names to fit the team's terminology.
Explore the versatility of custom states
The following are examples of custom states:
Pending: As a sub-state of the default On Hold to signify awaiting third-party feedback.
Resolved Requires Review: Under Resolved, indicating a case requires a final review. Moving a case to this custom state will halt the Resolution SLA and require resolution notes.
Add a custom state
Custom states must be created within New, In Progress, On Hold, Resolved, or Closed state groups. The selected group indicates the purpose of the custom state and applies any associated characteristics. The selected state group determines the behavior of the custom state. States in the Resolved or Closed groups halt the SLA.
Edit or delete custom states in Settings > Cases.
How to use
To create a custom state:
Open States settings: Go to Settings > Cases.
Add the state: In the States section, click Add.
Configure the state: Enter a name and select a state group. Each group can include up to six states.
Set visibility: Select the new state in the State filter to make it visible on the Cases page.
