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  1. Glossary
  2. Custom status

Custom status

Custom status allows companies to create specific ticket statuses that accurately reflect their customer service process. This helps agents provide timely resolutions and improve workflows. Custom statuses can be viewed in the agent panel and cannot be edited in LiveAgent. Try LiveAgent today for improved customer service.

Custom status

What is a custom status?

Opened, resolved, new, closed…These are a default ticket statuses, that reflect a stage of ticket resolving. These statuses are visible for customers and customer representatives. Companies are not the same and they have a different processes. So, in some cases, companies need a special ticket status.

LiveAgent's ticket phases

Frequently Asked Questions

  • What is custom status?

    Custom status is a specially created status that accurately reflects the status of your ticket. It allows you to fit into the customer service process in a given company. Standard statuses are open, resolved, new, closed.

  • How can I check a custom status?

    You can view custom statuses under individual tickets in the agent panel.

  • Can I edit custom statuses in LiveAgent?

    No, unfortunately, we don’t offer this functionality.

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Expert badgeExpert’s note

Custom statuses can greatly improve customer service workflows, providing agents with important context and helping to ensure timely resolution of issues.

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The last person that was working on the ticket is called a current user. It does not have to be the agent who was working on the ticket at the beginning.

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