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Statuses are the stages a conversation or ticket moves through. Open Settings → Statuses. Conversation statuses and ticket statuses are separate lists. Switch the menu at the top of the page to edit the one you need. Each status has a name, a color, and a category. Conversation categories are Open, Started, Waiting on customer, Completed, and Cancelled. Ticket categories are Open, In progress, Waiting on customer, Resolved, and Cancelled. Keep at least one status in each category. Add or rename statuses inside a category to match how the team works. Set the status from the details panel, a list, or a trigger action Set status. The customer portal can show a different customer-facing label for a ticket status. That label is edited under Customer portal.