Ticket Statuses

Frequently Asked Questions

Can I move a status to another group?

Yes, with limitations:

• Allowed: Moving between groups (except closing groups)
• Not allowed: Moving statuses from:
  • “Closed successfully”
  • “Closed unsuccessfully”

Reason: System groups with special logic (payment accounting, ticket completion).

Can I create a custom status group?

No, groups are fixed:

• All groups are system-defined
• Fixation is necessary for:
  • Correct report functioning
  • Process automation
  • Sales funnel construction

Can I delete a status group?

No, deletion is impossible:

• All groups are system-defined
• But you can:
  • Change status names within groups
  • Add/archive statuses within groups
  • Move statuses (except from closing groups)

---

Statuses control ticket execution progress and trigger automatic processes

Automatic Status Actions

1. Sending SMS to client
2. Opening payment window for ticket
3. Closing ticket without payment
4. Calculating salary for employee

After registration, you’ll receive a set of status groups and standard ticket statuses. You can create custom statuses within each group.

---

What are Status Groups?

Status groups are system categories for statuses by purpose:

• New - initial ticket statuses.
  • Actions: can calculate salary.
• In progress - statuses for tickets being processed.
  • Actions: can calculate salary, open payment window.
• Deferred - statuses for postponed tickets (awaiting parts, in repair queue, etc.)
  • Actions: can calculate salary, open payment window.
• Ready - ticket completed, awaiting client and payment.
  • Actions: can calculate salary, open payment window.
• Closed successfully - ticket closed, payment received.
  • Default actions: close ticket.
  • Configurable actions: calculate salary, open payment window.
• Closed unsuccessfully - ticket closed without payment.
  • Default actions: close ticket.
  • Configurable: calculate salary.

Important!

Status groups are system-defined.

You cannot create custom groups or delete them. But you can edit, move, and delete statuses within groups.

To move statuses, simply drag them between groups, except for closing statuses.

Moving statuses from “Closed successfully” and “Closed unsuccessfully” groups back to “No group” is impossible.

If a status changes its properties, ticket history will be lost and reports will be incorrect.

Where to configure statuses?

1. Go to Settings → Statuses
2. Select desired status from the list to edit

---

How to configure a status?

Let’s take the “Closed” status as example:

Step 1: Basic parameters

• Status name (can be renamed)
• Color selection for visual distinction
• Delete status (if needed)

Step 2: Action configuration

• Open payment window (record payment + print document)
• Calculate salary for employee

Result:
When moving to “Closed” status, system will automatically offer to accept payment, print document, and calculate salary for performer.

---

Usage Examples

Example 1: Salary calculation upon readiness

If employee should receive salary when ticket is ready

1. In "Closed" status: uncheck "Calculate salary"
2. In "Ready" status: activate this option

Example 2: Closing Without Payment

Sometimes tickets need to be closed without payment. Use this configuration for such cases

- Create status «Closed (unpaid)»