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Option in status to choose 'Resolve' and 'Close' behavior

Related products:Freshservice
  • October 14, 2021
  • 2 replies
  • 85 views
I
Apprentice
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At many a times, we need to add user defined ‘Status’ values that behaves more like the ‘Resolved’ or ‘Closed’ status codes. For example, if we create a status called “Cancelled” and it should treat the ticket as closed when we choose this status. This is just one example. There can be many such scenarios - like - “Closed - Unresolved”, “Known Issue”, etc, This will help in listing of closed/resolved tickets for all status codes with similar behavior as well as less complicated workflow configurations. 

Attaching a suggested status configuration page screenshot.

 

2 replies

I
Apprentice
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  • Indra B
  • Author
  • October 14, 2021

To explain further, we have SLA option for any user defined 'status' values. Similarly, please add the option for 'Resolve' and 'Close' for any user defined fields. The main objective is to use additional status that can render a ticket as closed or resolved or both.

Josh.Teodoro
Contributor
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  • Josh.Teodoro
  • Contributor
  • April 30, 2023

I too need this - our previous HD had an option to check custom status “Treat As Closed” option when defining the SLA time - this would be a godsend to us.. I mean the SLA time is there already which is needed for me 100% - now as an admin I need the option to set the value in those cases only so that work metrics, workflows, etc are accurate!! - totally supported!!!!! 

I know this an old threat but we went live in FreshService this month and this option not being able to define the custom status behavior is really disappointing … we love the built in options but we have more than 100 locations with more than 2000 employee’s - we have to define different status’s lol - I hope this can still be done!!

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