Conversation Statuses

The standard Conversation Statuses are:

• Open
• In Progress
• On Hold
• Closed

Within each Status custom sub-statuses can be added for more granular status tracking.

Adding Custom Sub-Statuses

Within a Project go to the Setup page and select Statuses to view and modify conversation Statuses.

Adding Requester-Facing Statuses

If you would prefer to show different conversation Statuses to the conversation requestor (as opposed to the Unthread Agent) enable the below setting within the Project Setup, then return to the Status settings page to add Requestor-Facing Statuses.