The Smart Support – Custom Status add-on lets you create and manage additional ticket statuses beyond the default Smart Support statuses.
It helps teams track ticket progress more accurately by using statuses that match their real support workflow.
For example, instead of only using general statuses like Working On or On Hold, your team can create statuses such as:
- Escalated
- Waiting for Internal Review
- Pending Customer Response
- Resolved Pending Confirmation
- Scheduled Follow-up
What problem does it solve?
Default statuses work for many teams, but support workflows often need more detail.
Without custom statuses, agents may use notes or inconsistent language to explain ticket progress. This can make ticket handoffs, filtering, reporting, and queue management harder.
Custom statuses give your team a shared, consistent way to describe where each ticket stands.
What you can do with it
With the Custom Status add-on, administrators can:
- Create new custom ticket statuses.
- Add descriptions for internal guidance.
- Assign colors to status badges.
- Rename and recolor built-in Smart Support statuses.
- Activate or deactivate custom statuses.
- Configure workflow transition rules where supported.
Core statuses
Smart Support includes these built-in core statuses:
| Core Status |
|---|
| New |
| Working On |
| On Hold |
| Waiting for Customer |
| Resolved |
| Closed |
Core statuses can be renamed, described, and recolored, but they cannot be deleted or deactivated from the Custom Status screen.
Requirements
To use Custom Status:
- The main Smart Support plugin must be active.
- The Custom Status add-on must be installed and active.
- A valid Custom Status license must be activated under Smart Support → Licenses.
If the license is not active, custom statuses will not load into the ticket workflow.