Ticket statuses inform both agents and customers about the stage of a ticket's lifecycle. Though helpdesks have all of the default ticket lifecycle statuses (Open, Pending, Resolved, and Closed), some industries may require a status in between one of the default states. An e-commerce company's support team, for example, might include statuses like 'Refund Approved' and 'Refund Initiated' between Open and Resolved, rather than the catch-all 'Pending' state.
Custom statuses enable different industries to handle tickets in different ways. The SLA timer can also be turned on or off for each custom status. Support agents, for example, have little control over the refund process once it has begun. Instead of penalising them when the refund process is delayed, the SLA timer for a “refund initiated” status can be set to zero.
