Managing Statuses

Status configuration is per-project and lives in Project Settings > Statuses.

Renaming System Statuses

Each of the five system statuses has an editable label. To rename one:

1. Go to Project Settings > Statuses
2. Find the status under System Statuses
3. Click the edit icon next to the label
4. Enter the new label and save

The new label appears everywhere the status is displayed — in the dashboard, the customer portal, and notification emails.

Adding a Custom Status

1. Go to Project Settings > Statuses
2. Click Add Status
3. Fill in the label, pick a color, and choose a behavior category
4. Optionally enable Visible to customers if you want the status shown on the customer portal
5. Click Save

The new status is immediately available in the dashboard status selector.

Editing a Custom Status

Click the edit icon next to any custom status to update its label, color, category, or customer visibility. Changes take effect immediately across all feedback items that use that status.

Reordering Statuses

Custom statuses can be reordered using the up/down arrows. The order controls how statuses appear in the status dropdown and bulk update menus.

Deleting a Custom Status

A custom status can only be deleted if no feedback items are currently assigned to it. If feedback items exist in that status, a message will show the count — reassign those items to a different status first, then delete.

To delete:

1. Click the delete icon next to the status
2. Confirm the deletion in the dialog

System statuses cannot be deleted.

Customer Visibility

When Visible to customers is enabled for a custom status, customers see that status label on their ticket in the portal. If disabled, the status is internal only — customers see nothing for that state, or see the previous customer-visible status.

Next Steps