Service statuses define the stages that tickets, projects, and tasks move through in DeskDay.
DeskDay includes default statuses, and you can create custom statuses to match your service desk workflow.
A custom status can be used for:
Tickets
Projects
Tasks
More than one service type
Open service statuses
Open Control Center.
Go to Service Desk > Service statuses.
The page separates statuses into:
Default statuses
Custom statuses
You can also search for statuses or use Filter by type.
Default statuses
Default statuses are built into DeskDay and support the standard service workflow.
Expand Default statuses to view them.
Default statuses cannot be edited or removed.
Create a custom status
Click + Status.
Enter the Status name.
Under Type, select where the status should be available:
Tickets
Projects
Tasks
Select multiple types when the same status should be shared across them.
Save the status.
The new status appears under Custom statuses.
Choose where a status applies
Each custom status displays an Applies to section.
Use this to make the status available for:
Tickets
Projects
Tasks
For example, a status such as Scheduled can be made available across all three service types.
Manage custom statuses
Custom statuses can be updated when your workflow changes.
You can:
Change the status name.
Update the service types it applies to.
Review where the status is currently available.
Changes apply to future use of that status across the selected service types.
Important notes
Default statuses are managed by DeskDay and cannot be edited.
Custom statuses can be created to support your own workflows.
A custom status can apply to one or multiple service types.
Statuses help keep ticket, project, and task workflows consistent.
Removing a service type from a custom status prevents that status from being used for that type going forward.
Troubleshooting
A status does not appear on a ticket, project, or task
Confirm that the required service type is selected under Applies to.
A default status cannot be edited
This is expected. Default statuses are predefined by DeskDay.
Create a custom status when a different workflow stage is required.
A custom status cannot be created
Confirm that:
A status name has been entered.
At least one service type is selected.
You have permission to manage Service Desk settings.
For assistance, contact DeskDay Support at [email protected].