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Ticket Stages

What are Ticket Stages?

The Ticket Stages section allows managing the stages that define the Ticket workflow within the Helpdesk module.

Each stage represents a step in the process and determines how Tickets will be displayed and organized in the Kanban view.

Ticket Stage Management

Accessing the Ticket Stages List

To access the Ticket Stages list, go to:

Helpdesk → Settings → Ticket Stages

Once inside, the main list of registered stages will be displayed.

Ticket Stages list

Figure 1. Ticket Stages list

List Views

The Ticket Stages list provides views to organize stages according to their status.

The available views are:

  • All: displays all active stages.
  • Archived: displays archived stages.

List Tools

The Ticket Stages list includes tools to manage and locate records quickly.

Search

Allows locating registered stages using search criteria.

Filters

Allows applying filters to display stages under specific conditions.

Column Manager

Allows selecting and reorganizing the visible columns within the list.

Create a Ticket Stage

To create a new stage:

  1. Go to Helpdesk → Settings → Ticket Stages.
  2. Click New Ticket Stage.
  3. Complete the required information in the form.
  4. Click Create to save the record.

Creation Form

When selecting New Ticket Stage, the form will be displayed where the required information must be completed.

Ticket Stage creation form

Figure 2. Ticket Stage creation form

General Information

The General Information section contains the main information of the stage.

Available Fields

  • Name: stage name.
  • Sequence: display order within the workflow.
  • Stagnation Threshold: maximum number of days before a Ticket is considered stalled in this stage.
  • Color: stage identification color.

Additional Settings

These settings allow defining special behaviors within the Ticket workflow.

Available Fields

  • Closed Stage: defines the stage as closed.
  • Resolved Stage: identifies the stage as the resolution stage.
  • Failed Stage: identifies the stage as the failed stage.
  • Email Template: allows selecting an email template associated with the stage.
  • SMS Template: allows selecting an SMS template associated with the stage.

Available Actions

  • Create: saves the stage and completes the creation process.
  • Create and create another: saves the current stage and allows creating a new one.
  • Cancel: cancels the operation and returns to the list.

Actions on a Ticket Stage

Once a stage has been created, it will be possible to access its information from the list to view, edit, or delete the record.

Ticket Stage actions

Figure 3. Available actions on Ticket Stages

View a Ticket Stage

The View option allows access to the complete details of a stage.

Once accessed, all registered information will be displayed, including workflow settings, status, and associated automations.

Edit a Ticket Stage

The Edit option allows modifying the information registered in the stage.

From this action, it is possible to update the name, sequence, timing, colors, and special settings.

Delete a Ticket Stage

The Delete option allows moving a stage to the Archived view, removing it from the main list.

Once deleted:

  • The stage will no longer appear in the main list.
  • The record will automatically move to the Archived view.

Available Actions in Archived

  • Restore: restores the stage and returns it to the main list.
  • Delete Permanently: permanently removes the stage from the system.
warning

Stages deleted using Delete Permanently cannot be recovered later.