Define custom statuses as resolved just like the default statuses of ‘closed & resolved.’
Then, when looking at dashboards and lists of unresolved tickets, tickets in these custom statuses are also excluded as they are considered resolved.
New Idea
Custom Ticket Statuses Categorised as Resolved
+9- Community Manager
Hi Lisa,
I hope you are doing well :)
I understand that tickets under custom status are also considered as closed and resolved. This ideally shouldn’t happen as only the closed and resolved tickets should be excluded from unresolved tickets. I have dropped an email to you and we will have this fixed for you at the earliest.
Feel free to respond to this thread for any queries :)
Thank you
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