Custom Statuses
Define the workflow stages that match how your team works
Custom Statuses
Custom statuses let you define the workflow stages that match your team's process, instead of being limited to a fixed set of labels. You can rename the built-in system statuses and add your own stages — each with a color and a behavior category that controls how UserHero treats tickets in that state.
Custom statuses require a Pro or Pro Max plan. Free, Starter, and Growth plans use the system statuses only, but you can still rename them on any plan that includes project settings access.
System Statuses
Five statuses are built into every project:
| Status | Default Label | Behavior |
|---|---|---|
| New | New | Ticket is open and waiting for attention |
| In Progress | In Progress | Ticket is actively being worked on |
| Reopened | Reopened | A resolved ticket that was reopened |
| Resolved | Resolved | Ticket is resolved; customer can reopen within the reopen window |
| Archived | Archived | Ticket is closed with no further action expected |
System statuses cannot be removed, but their labels can be changed per project. For example, you can rename "In Progress" to "Under Review" or "Archived" to "Closed" to match your team's vocabulary.
Custom Statuses
Beyond the five system statuses, Pro and Pro Max plans can add custom stages. Custom statuses appear alongside system statuses in the dashboard status selector and in bulk status updates.
Each custom status has:
- Label — the name shown in the dashboard and on the customer portal
- Color — a hex color used for the badge in the dashboard
- Behavior category — controls SLA, email triggers, and portal reopen logic (see Behavior Categories)
- Customer visibility — whether the status label is shown on the customer portal
Plan Limits
| Plan | Custom Statuses |
|---|---|
| Free | 0 (system statuses only) |
| Starter | 0 (system statuses only) |
| Growth | 0 (system statuses only) |
| Pro | Up to 20 |
| Pro Max | Unlimited |