Ticket Statuses

This article explains how to customize ticket statuses within Thulo Cloud, allowing you to tailor your support workflow and improve visibility into ticket lifecycles.

Understanding Ticket Statuses:

• Statuses represent different stages a support ticket goes through (e.g., "Open," "On Hold," "Resolved").
  
• Thulo Cloud comes with pre-defined system statuses that you cannot delete but can rename for better fit with your specific needs.

Customizing Statuses:

1. Navigate to Setup in Thulo Cloud.
2. Go to Support and then Ticket Statuses.
   

Managing Statuses:

• View Status Details: While listed, you can see the number of tickets currently in each status, providing a helpful overview of your support workload.
• Edit Status Name: Click the edit button next to a status to rename it according to your specific workflow terminology (e.g., "Awaiting Customer Response" instead of "Open").

Setting Status Colors (Optional):

• While editing a status, you may have the option to choose a distinct color for better visual identification within the Thulo Cloud interface. (This feature might depend on your specific Thulo Cloud version.)
  

Benefits of Customized Statuses:

• Improved Workflow Clarity: Clearly defined statuses with relevant names enhance understanding of your support process.
• Enhanced Visibility: Status colors (if available) can provide a quick visual indicator of ticket priorities or stages.
• Streamlined Communication: Consistent status terminology can improve communication between support staff and customers.

By effectively managing ticket statuses in Thulo Cloud, you can gain better control over your support workflow, improve team communication, and ensure efficient resolution of customer issues.