Where custom statuses appear
When the add-on is licensed and custom statuses are active, they appear in the Smart Support admin ticket workflow.
Custom statuses may appear in:
| Area | Usage |
|---|---|
| Ticket view | Agents select a status from the Status dropdown. |
| Tickets list | Status filters and badges may show custom status names and colors. |
| Add New Ticket | A status can be assigned when creating a ticket. |
| Custom Status admin list | Administrators can review core and custom statuses. |
Custom statuses are integrated into Smart Support’s status registry, so they behave like native ticket statuses in admin.
How agents update a ticket status
- Go to Smart Support in WordPress admin.
- Open an existing ticket or create a new ticket.
- Find the Status field.
- Select the appropriate status.
- Save the ticket update.
If workflow rules block the status change, Smart Support may show an error such as:
This status change is not allowed by the workflow rules.
In that case, the ticket status will not be updated.
How custom statuses help agents
Custom statuses help support teams by providing:
- A clearer ticket pipeline.
- Better filtering in ticket lists.
- More consistent team handoffs.
- Visual status indicators through colors.
- Shared definitions for ticket progress.
Customer-facing dashboard note
The customer-facing ticket dashboard may use a limited status filter from core Smart Support.
Custom status names and colors are most fully supported in the WordPress admin ticket experience.