Zoho Desk provides default statuses: Open (new, unaddressed), In Progress (agent is working on it), On Hold (waiting for customer or third party), Escalated, and Closed. Each status triggers different SLA and notification behaviours.
Teams can create custom statuses to match their support workflow. For instance, a software company might add ‘Pending Developer Fix’ or ‘QA Verification’ to better reflect internal processes before a ticket is closed.
SLA timers pause or reset based on status changes. An ‘On Hold’ status typically pauses the resolution timer, ensuring agents are not penalised for delays caused by waiting for customer input.
Ticket status shows where a support ticket is in its resolution journey. Statuses like Open, In Progress, On Hold, and Closed help agents and managers track workload and ensure nothing is overlooked.
Yes. Zoho Desk allows administrators to create custom ticket statuses tailored to the team’s workflow, such as ‘Waiting for Parts’ or ‘Legal Review’, alongside the default statuses.
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