{"id":4235,"date":"2026-05-29T21:13:39","date_gmt":"2026-05-29T21:13:39","guid":{"rendered":"https:\/\/aaxonix.com\/resources\/?post_type=glossary&#038;p=4235"},"modified":"2026-05-29T21:13:39","modified_gmt":"2026-05-29T21:13:39","slug":"ticket-status-zoho-desk","status":"publish","type":"glossary","link":"https:\/\/aaxonix.com\/resources\/glossary\/ticket-status-zoho-desk\/","title":{"rendered":"Ticket Status"},"content":{"rendered":"<style>\n.gt-body{font-family:'Poppins',sans-serif;color:#111;line-height:1.75}\n.gt-def{border-left:4px solid #E8650A;padding:16px 20px;background:#fff8f4;border-radius:0 8px 8px 0;margin:0 0 32px;font-size:1.05rem}\n.gt-section{margin:0 0 36px}.gt-section h2{font-family:'Fraunces',serif;color:#0A1628;font-size:1.5rem;margin:0 0 12px}\n.gt-example-box{background:#f0f4ff;border-radius:10px;padding:20px 24px;margin:0 0 32px}.gt-example-box strong{color:#2563EB}\n.gt-related-pills{display:flex;flex-wrap:wrap;gap:10px;margin:0 0 32px}\n.gt-related-pill{background:#f7f4ef;border:1px solid #ddd8cf;border-radius:20px;padding:6px 16px;font-size:.875rem;color:#0A1628;text-decoration:none}\n.gt-faq-item{border:1px solid #ddd8cf;border-radius:10px;padding:16px 20px;margin:0 0 12px}\n<\/style>\n<div class=\"gt-body\">\n<div class=\"gt-def\">Ticket status in Zoho Desk indicates the current stage of a support ticket in its resolution lifecycle. Common statuses include Open, In Progress, On Hold, Escalated, and Closed.<\/div>\n<div class=\"gt-section\">\n<h2>Default Ticket Statuses in Zoho Desk<\/h2>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>Custom Ticket Statuses<\/h2>\n<p>Teams can create custom statuses to match their support workflow. For instance, a software company might add &#8216;Pending Developer Fix&#8217; or &#8216;QA Verification&#8217; to better reflect internal processes before a ticket is closed.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>Status and SLA Impact<\/h2>\n<p>SLA timers pause or reset based on status changes. An &#8216;On Hold&#8217; status typically pauses the resolution timer, ensuring agents are not penalised for delays caused by waiting for customer input.<\/p>\n<\/div>\n<div class=\"gt-example-box\"><strong>Example:<\/strong> A logistics company sets tickets to &#8216;Pending Shipper&#8217; when awaiting third-party courier updates. This custom status pauses the SLA timer and notifies the customer that the team is waiting for information outside their control.<\/div>\n<div class=\"gt-related-pills\">\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/ticket-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Ticket<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/sla-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">SLA<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/blueprint-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Blueprint (Desk)<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/workflow-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Workflow (Desk)<\/a>\n  <\/div>\n<div class=\"gt-faq-item\"><strong>What is Ticket Status in Zoho Desk?<\/strong><\/p>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-faq-item\"><strong>Can I add custom statuses to Zoho Desk tickets?<\/strong><\/p>\n<p>Yes. Zoho Desk allows administrators to create custom ticket statuses tailored to the team&#8217;s workflow, such as &#8216;Waiting for Parts&#8217; or &#8216;Legal Review&#8217;, alongside the default statuses.<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Ticket status in Zoho Desk shows the current stage of a support ticket, from Open through In Progress, On Hold, and Closed.<\/p>\n","protected":false},"template":"","meta":{"seo_title":"Ticket Status | Zoho Desk Glossary","seo_description":"Ticket status in Zoho Desk shows the current stage of a support ticket, from Open through In Progress, On Hold, and Closed.","seo_keyword":"ticket status zoho desk","seo_faqs":"[{\"q\": \"What is Ticket Status in Zoho Desk?\", \"a\": \"Ticket status shows where a support ticket is in its resolution journey. 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