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We would like to request the ability to flag custom statuses as part of the "resolved" status group.

 

In the default dashboard, there is a prebuilt "All unresolved tickets" filter that currently includes all tickets marked with status that is not ‘resolved’. We have created a custom status of ‘Scheduled’ that is being categorized as unresolved and being shown in the "All unresolved tickets" list despite no work needing to be done on that ticket until it’s scheduled time.

 

Use Case:

A ticket with a custom status "Scheduled" is pending reopen a month out but is currently being counted as unresolved in the dashboard. Categorize this status as "resolved" so that it does not appear in the "unresolved tickets" list until it reopens on it’s scheduled date.

Hi ​@dgood ,

I hope you are doing well :)

I understand that you want a few custom status to also be considered as resolved. Please note that you can toggle off SLA of a status however only resolved and closed are considered and all other statuses will be considered as unresolved. However, we will record your request to our list of feature request.

Feel free to respond to this thread for any queries :)

Thank you

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