The Status of a ticket is a way to explain where the Ticket is in the resolution process. Examples include?New,?Awaiting User,?Resolved?and?Assigned.
Each Status is assigned a Phase:?Open,?Suspended,?Pending?or?Closed. Phases tell the system whether to stop the clock on a Ticket.
Define your Status options via?Administration ? Ticket Configuration???Status.
Click?Add?to add a new Status and assign a Phase to it. Click the name of a Status to edit it.