Custom Status Colors, Ordering, Workflow Rules, and Permissions

Each status has a color setting.

Colors help agents identify ticket state quickly in admin views, badges, and status previews.

Suggested color strategy:

Status type	Suggested color usage
New or unassigned	Neutral color
Active work	Blue or similar cool color
Waiting states	Yellow or orange
Escalated or urgent	Red or warning color
Resolved or closed	Green or muted completion color

Status icons

Core statuses use built-in Smart Support icons.

Custom statuses are registered with the default icon: dashicons-tag

The add-on does not currently provide a per-status icon picker in the create/edit form.

Custom statuses include a Sort Order field.

Lower numbers appear earlier within the custom status group.

Core statuses keep their fixed Smart Support order.

There is no drag-and-drop ordering screen. To change ordering, edit each custom status and adjust its Sort Order value.

The add-on includes a workflow rule system that can allow or block movement from one status to another.

For example, you may allow:

And block:

Rule condition	Result
No rule exists for a transition	Transition is allowed.
Rule exists and is allowed	Transition is allowed.
Rule exists and is not allowed	Transition is blocked.

The workflow screen can be accessed using: wp-admin/admin.php?page=smart-support-custom-status&action=workflow

From that screen, administrators can review the transition matrix, allow or restrict status changes, and reset rules to default.

The add-on includes workflow database and validation logic.

Depending on the installed version, confirm that saving workflow rules works correctly before relying on restrictions in production.

Managing statuses requires: smart_support_manage_settings

This permission allows administrators to:

Agents do not need access to the Custom Status settings screen to update ticket statuses. They use normal Smart Support ticket permissions.