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Statuses track where tickets are in your workflow. Create custom statuses that match how your team works.

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Understanding Statuses

Every ticket has a status that indicates its current state. Statuses are organized into four categories, and can be completely customized to fit your company’s needs.

To Do

Tickets waiting to be started

In Progress

Tickets actively being worked on

Done

Completed tickets

Canceled

Tickets closed without resolution
You can create multiple custom statuses within each category. For example, “In Progress” might include:
  • Investigating
  • Waiting on Customer
  • Waiting on Vendor
  • In Review

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Creating Statuses

1

Open team settings

Navigate to Team Settings → Statuses.
2

Add a new status

Click Add Status.
3

Configure the status

Fill in the status details:
FieldDescription
NameShort, action-oriented name (e.g., “Awaiting Approval”)
CategoryWhich category this status belongs to
DescriptionWhen to use this status (helps AI assignment)
4

Save

Click Create to add the status.
Write detailed descriptions with examples. Serval’s AI uses these descriptions to automatically assign statuses to incoming tickets.

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Default Status

Every team must have a default status in the “To Do” category. New tickets are automatically assigned this status. To change the default:
  1. Go to Team Settings → Statuses
  2. Find the status you want as default
  3. Click the … menu and select Set as Default

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AI Status Assignment

Serval’s AI can automatically assign statuses based on ticket content and conversation:
  • New tickets - AI assigns initial status based on the request
  • Updates - AI may suggest status changes based on conversation (e.g., moving to “Waiting on Customer” after asking a question)

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Enabling AI Assignment

Toggle AI status assignment in team settings:
  1. Go to Team Settings → Statuses
  2. Enable AI status assignment
  3. Provide detailed status descriptions for best results
AI suggestions appear as recommendations. Team members can always override with manual selection.

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Status Transitions

Change ticket status from list view, detail view, or chat. See Updating Ticket Properties for detailed instructions.

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Automatic Transitions

Configure automatic status changes:
New tickets automatically get the default “To Do” status.
When a ticket is resolved (via AI or manually), it moves to a “Done” status.
Workflows can automatically update ticket status as part of their execution.

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Status Best Practices

Use action-oriented names

“Awaiting Customer Response” is clearer than “Pending”

Keep the list short

5-8 statuses per category is usually sufficient. Too many creates confusion.

Match your workflow

Statuses should reflect actual stages in how you handle tickets

Write good descriptions

Detailed descriptions improve AI accuracy and help team members choose correctly

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Example Status Configurations

To Do: New, TriagedIn Progress: Investigating, Waiting on User, Waiting on Vendor, Implementing FixDone: Resolved, Resolved - Known IssueCanceled: Duplicate, Cannot Reproduce, Won’t Fix
To Do: New RequestIn Progress: Under Review, Pending Approval, ProcessingDone: Completed, FulfilledCanceled: Withdrawn, Denied
To Do: New RequestIn Progress: Scheduled, In Progress, OrderedDone: CompletedCanceled: Canceled

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Editing and Deleting Statuses

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Edit a Status

  1. Click the … menu on the status
  2. Select Edit
  3. Update name, category, or description
  4. Save changes
Changing a status category (e.g., from “In Progress” to “Done”) will affect how those tickets are counted in reports and views.

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Delete a Status

  1. Click the … menu on the status
  2. Select Delete
  3. Choose a replacement status for existing tickets
  4. Confirm deletion
You cannot delete the default status. Set a different default first, then delete.

Updating Ticket Properties

Learn how to change ticket status from list view, detail view, or chat

The Serval Ticket

Understand all ticket properties and configuration options