> ## Documentation Index
> Fetch the complete documentation index at: https://docs.serval.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Statuses

> Configure ticket workflow stages with custom statuses

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

***

## 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.

<CardGroup cols={2}>
  <Card title="To Do" icon="circle">
    Tickets waiting to be started
  </Card>

  <Card title="In Progress" icon="spinner">
    Tickets actively being worked on
  </Card>

  <Card title="Done" icon="circle-check">
    Completed tickets
  </Card>

  <Card title="Canceled" icon="circle-xmark">
    Tickets closed without resolution
  </Card>
</CardGroup>

You can create multiple custom statuses within each category. For example, "In Progress" might include:

* Investigating
* Waiting on Customer
* Waiting on Vendor
* In Review

***

## Creating Statuses

<Steps>
  <Step title="Open team settings">
    Navigate to **Team Settings** → **Statuses**.
  </Step>

  <Step title="Add a new status">
    Click **Add Status**.
  </Step>

  <Step title="Configure the status">
    Fill in the status details:

    | Field           | Description                                             |
    | :-------------- | :------------------------------------------------------ |
    | **Name**        | Short, action-oriented name (e.g., "Awaiting Approval") |
    | **Category**    | Which category this status belongs to                   |
    | **Description** | When to use this status (helps AI assignment)           |
  </Step>

  <Step title="Save">
    Click **Create** to add the status.
  </Step>
</Steps>

<Tip>
  Write detailed descriptions with examples. Serval's AI uses these descriptions to automatically assign statuses to incoming tickets.
</Tip>

***

## 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**

***

## 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)

### 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

<Note>
  AI suggestions appear as recommendations. Team members can always override with manual selection.
</Note>

***

## Status Transitions

Change ticket status from list view, detail view, or chat. See [Updating Ticket Properties](/sections/documentation/ticketing/manage-collaborate/update-ticket-properties) for detailed instructions.

### Automatic Transitions

Configure automatic status changes:

<AccordionGroup>
  <Accordion title="On ticket creation">
    New tickets automatically get the default "To Do" status.
  </Accordion>

  <Accordion title="On resolution">
    When a ticket is resolved (via AI or manually), it moves to a "Done" status.
  </Accordion>

  <Accordion title="Via workflows">
    Workflows can automatically update ticket status as part of their execution.
  </Accordion>
</AccordionGroup>

***

## Status Best Practices

<CardGroup cols={2}>
  <Card title="Use action-oriented names" icon="bolt">
    "Awaiting Customer Response" is clearer than "Pending"
  </Card>

  <Card title="Keep the list short" icon="list">
    5-8 statuses per category is usually sufficient. Too many creates confusion.
  </Card>

  <Card title="Match your workflow" icon="diagram-project">
    Statuses should reflect actual stages in how you handle tickets
  </Card>

  <Card title="Write good descriptions" icon="align-left">
    Detailed descriptions improve AI accuracy and help team members choose correctly
  </Card>
</CardGroup>

### Example Status Configurations

<AccordionGroup>
  <Accordion title="IT Help Desk">
    **To Do:** New, Triaged

    **In Progress:** Investigating, Waiting on User, Waiting on Vendor, Implementing Fix

    **Done:** Resolved, Resolved - Known Issue

    **Canceled:** Duplicate, Cannot Reproduce, Won't Fix
  </Accordion>

  <Accordion title="HR Requests">
    **To Do:** New Request

    **In Progress:** Under Review, Pending Approval, Processing

    **Done:** Completed, Fulfilled

    **Canceled:** Withdrawn, Denied
  </Accordion>

  <Accordion title="Facilities">
    **To Do:** New Request

    **In Progress:** Scheduled, In Progress, Ordered

    **Done:** Completed

    **Canceled:** Canceled
  </Accordion>
</AccordionGroup>

***

## Editing and Deleting Statuses

### Edit a Status

1. Click the **...** menu on the status
2. Select **Edit**
3. Update name, category, or description
4. Save changes

<Warning>
  Changing a status category (e.g., from "In Progress" to "Done") will affect how those tickets are counted in reports and views.
</Warning>

### Delete a Status

1. Click the **...** menu on the status
2. Select **Delete**
3. Choose a replacement status for existing tickets
4. Confirm deletion

<Note>
  You cannot delete the default status. Set a different default first, then delete.
</Note>

***

## Related

<CardGroup cols={2}>
  <Card title="Updating Ticket Properties" icon="sliders" href="/sections/documentation/ticketing/manage-collaborate/update-ticket-properties">
    Learn how to change ticket status from list view, detail view, or chat
  </Card>

  <Card title="The Serval Ticket" icon="ticket" href="/sections/documentation/ticketing/ticket-configuration/serval-ticket">
    Understand all ticket properties and configuration options
  </Card>
</CardGroup>