Use this article to customize the ticket states used by each ticket type, create new states with internal and customer-facing labels, and manage all ticket states across your workspace.
They are organized into four categories: Submitted, In progress, Waiting on customer, and Resolved, each with distinct behaviors.
You can use these default ticket states, or customize the states used by each ticket type and choose how they appear to teammates and customers.
How to customize the states of an existing ticket type
To customize the states of an existing ticket type, go to Settings > Inbox > Tickets > Ticket types and edit the ticket type.
Scroll down to the States section of the ticket type editor. This is where you can replace existing states and add new ones for this particular ticket type.
How to remove existing ticket states and add new ones
To remove a state from this ticket type, click the x next to it. This removes the state from this ticket type only — other ticket types that use the same state are not affected.
Ticket states can be used across multiple ticket types. This only removes the states from being used by this ticket type. Other ticket types will remain unchanged.
How to create a new ticket state
To add a new state to this ticket type, click Add state and then select a custom state you've previously created, or select Create state to create a brand new one.
There is a limit of 200 custom states per workspace.
Ticket state labels
When creating a ticket state, you have the option to provide both an internal label and a customer facing label:
Label visible internally - This label is only shown to teammates and allows you to maintain transparency within your team while preserving confidentiality.
Label visible to customers - This label is shown to customers in the Messenger, emails and customer portal (if the ticket is shared with customers).
Only default label names (“Submitted”, “In progress”, etc.) are translated into supported languages.
For example, if you want to customize your In progress ticket states to be more transparent and reflective of your process, you can do this by creating a brand new state with the internal name "Investigating" and customer facing name “We’re looking into it!”
When creating a new ticket state, you can set both an internal label (visible only to teammates) and a customer-facing label. For example:
Then click Save to create your new ticket state and add it to this ticket type.
Note:
When adding a new state to an existing ticket type, the new state will be added to all closed, currently open and future tickets.
Every ticket type must include at least one state from each of these categories.
When you've finished customizing the states for this ticket type, click Save ticket type. The updated states take effect immediately for all open, closed, and future tickets of this type.
How to see and manage your ticket states
To manage your ticket states, go to Settings > Inbox > Tickets > Ticket states. This provides an overview of all ticket states in your workspace and the ticket types currently associated with them.
You can edit the labels for existing ticket states or archive them by clicking on the Edit icon next to the ticket state.
Note:
Changing the label for a ticket state changes it for all connected ticket types which use this state, including closed tickets, currently open tickets, and future tickets.
If the ticket has been shared with a customer, they’ll see the updated label in the Messenger and customers portal, as well as any email notifications sent after the label was changed. This will not trigger a notification.
You can also create new ticket states from Settings > Inbox > Tickets > Ticket states. Simply click + Create ticket state in the top right and then choose a category to set the behavior for this new ticket state.
Note: Archiving a ticket state removes it from use in new tickets, but existing tickets that used this state will retain it in their history. Archived states cannot be deleted, but can be restored at any time.
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