Question 1

What ticket statuses does Deskhero have by default?

Accepted Answer

New Deskhero workspaces start with four ticket statuses: Open, Pending, Resolved, and Closed. Statuses are stored in a workspace list called "Ticket statuses", so your workspace may have renamed these or added its own. Each status appears as a tab above the ticket list with a live count of how many tickets are in that status.

Question 2

Which status and priority does a new ticket get automatically?

Accepted Answer

A built-in automation named "Default ticket status" sets every new ticket to the Open status, and a companion "Default ticket priority" automation sets the priority to Medium. The default priority scale in a new workspace is Low, Medium, and High.

Question 3

What does the Open status mean on a ticket?

Accepted Answer

Open is the status Deskhero assigns to every newly created ticket by default, so it represents work that still needs attention. Tickets stay in Open until a user moves them to another status such as Pending, Resolved, or Closed.

Question 4

What is the difference between the Resolved and Closed statuses?

Accepted Answer

Both Resolved and Closed represent finished tickets, and in a new workspace both are configured as "hidden by default", meaning tickets in those statuses are kept out of the main ticket list so completed work does not clutter the view. Many teams use Resolved for tickets where an answer was given and Closed for tickets that are fully done, but since statuses are editable per workspace, your team can define its own convention.

Question 5

Can I add, rename, or delete ticket statuses?

Accepted Answer

Yes, ticket statuses live in an editable workspace list named "Ticket statuses" (described as "Statuses for tickets"), which is pre-populated with Open, Pending, Resolved, and Closed. Deleting a status requires an Admin or Owner role; users with the User role get a "No access" error. The default status for new tickets and the statuses configured as hidden by default (Resolved and Closed out of the box) cannot be deleted.

Question 6

Why don't Resolved or Closed tickets show up in my ticket list?

Accepted Answer

Statuses can be marked as "hidden by default" in a workspace, and new workspaces configure Resolved and Closed this way. Tickets in those statuses are excluded from the main ticket list view so finished work stays out of the way. The tickets still exist: their status tabs still show counts when they contain tickets, and the Export to Excel option always includes them.

Question 7

How do I change a ticket's status?

Accepted Answer

1) Open the ticket. 2) In the sidebar on the right, find the "Status" row. 3) Click the current value and pick a new status from the list. The change is saved immediately. You can also change status while replying by using the "Send and set as ..." options on the send button.

Question 8

How do I change a ticket's priority?

Accepted Answer

In the ticket sidebar, click the value in the "Priority" row and choose a new priority from the list. The change is saved immediately and a "Ticket Updated" confirmation appears.

Statuses and priority

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