Custom Statuses

Create account-specific request statuses while preserving ClearFeed's standard status behavior

Custom statuses let your team use its own status names for ClearFeed requests and tickets. Each custom status belongs to one of these parent categories:

• Open

• In Progress

• Pending

• On Hold

• Solved

• Closed

The parent category controls the request's behavior. This includes status transitions, SLA calculations, reporting, and other category-driven actions. For example, a custom status under Solved still counts as solved.

Custom statuses are available for Internal Helpdesk and External Helpdesk accounts. ClearFeed must enable the feature for your account. Contact ClearFeed Support if the Custom Status tab is not visible.

Create a custom status

You must be an account admin to manage custom statuses.

1. Go to Forms in the ClearFeed WebApp.

2. Open the Custom Status tab.

3. Find the parent category for the new status.

4. Click Add custom status.

5. Enter the following names:

   • Status name: The name shown to agents in the WebApp, Slack triage, filters, and exports.

   • Requester-facing name: The name shown to requesters in status updates.

6. Click Add status.

The custom status appears below its parent category in status pickers and filters.

Naming rules and limits

• A status name must be unique across the account, including across different parent categories.

• A status name cannot match a built-in category name, such as Open or Solved.

• A status name and requester-facing name can contain up to 75 characters.

• Each parent category can contain up to 10 custom statuses.

Use custom statuses

Agents can select custom statuses anywhere supported status options appear, including WebApp and Slack status pickers. The WebApp also supports custom statuses in Inbox filters, saved views, Kanban lanes, bulk edits, request creation, and CSV exports.

Selecting a custom status applies both the custom label and its parent category:

• Moving between custom statuses in the same category changes the label without changing category-driven behavior.

• Moving to a custom status in another category performs a normal category transition.

• Selecting the plain parent category removes the current custom status.

Reports continue to calculate metrics by parent category. For example, requests with any custom status under Solved are included in solved-request metrics.

Edit or delete a custom status

Account admins can edit or delete statuses from the Custom Status tab.

• You can change the status name and requester-facing name.

• You cannot move an existing custom status to another parent category.

• You cannot delete a custom status while it is assigned to one or more requests. Update those requests first, then delete the status.

Coming soon

Full custom status support in Insights is rolling out shortly. Insights filters offer regular statuses only. A custom status is included under its parent category, so filtering by Open returns requests in Open and in every custom status under it.