Open the Custom Status screen
To manage statuses:
- Go to WordPress admin.
- Open Smart Support → Custom Status.
- Review the status list.
The list includes:
| Type | Meaning |
|---|---|
| Core | Built-in Smart Support statuses. |
| Custom | Statuses created by your team. |
Create a new custom status
- Go to Smart Support → Custom Status.
- Click Add New.
- Complete the form.
- Click Add Status.
Status fields
| Field | Description |
|---|---|
| Status Name | The label shown to agents, such as “Escalated”. |
| Description | Internal explanation of what the status means. |
| Color | Badge or label color used in admin views. |
| Sort Order | Controls ordering among custom statuses. Lower numbers appear earlier. |
| Active | Determines whether the status appears in ticket status dropdowns. |
When a custom status is saved, the system generates an internal slug from the name. The slug is used as the stored ticket status key and must be unique.
Edit a custom status
To edit a custom status:
- Go to Smart Support → Custom Status.
- Click the status name or Edit.
- Update the name, description, color, sort order, or active setting.
- Click Update Status.
Edit a core status
Core statuses can also be edited, but with limits.
For core statuses, you can edit:
- Status name
- Description
- Color
You cannot edit:
- Slug
- Sort order
- Active state
Core statuses cannot be deleted or deactivated.
Deactivate or delete a custom status
| Action | Effect |
|---|---|
| Deactivate | Hides the status from future ticket status dropdowns. Existing tickets keep the stored value. |
| Delete | Permanently removes the custom status definition. |
Deactivating is usually safer than deleting, especially if tickets may already use the status.
Bulk actions note
The Custom Status list may show bulk actions such as Activate, Deactivate, and Delete.
If bulk actions are not confirmed working on your site, use the per-row actions instead.