How to Customize Ticket Status Labels
Rename the default ticket statuses to match your team’s terminology and workflow. This is a Pro feature.
Overview
Support Genix has 7 built-in ticket statuses with default English labels. You can customize these labels to use any terminology that fits your organization — without changing how the system works internally.
Default Status Labels
| Internal Code | Default Label | Typical Use |
|---|---|---|
| N | New | Freshly submitted tickets |
| A | Active | Open tickets awaiting agent response |
| I | Inactive | Tickets on hold or awaiting customer response |
| P | In-progress | Tickets being actively worked on |
| C | Closed | Resolved tickets |
| R | Re-open | Previously closed tickets that were reopened |
| D | Trashed | Soft-deleted tickets |
How to Customize
- Go to Support Genix > Settings > General > Status.
- You’ll see input fields for each status label.
- Edit any label to your preferred text.
- Click Save.
Examples
Software Support Team
| Default | Custom Label |
|---|---|
| New | Pending Review |
| Active | Open |
| In-progress | Under Investigation |
| Inactive | Waiting on Customer |
| Closed | Resolved |
| Re-open | Reopened |
| Trashed | Archived |
IT Helpdesk
| Default | Custom Label |
|---|---|
| New | Unread |
| Active | In Queue |
| In-progress | Assigned |
| Inactive | On Hold |
| Closed | Complete |
| Re-open | Escalated |
| Trashed | Deleted |
Customer Service Team
| Default | Custom Label |
|---|---|
| New | Received |
| Active | Being Handled |
| In-progress | Working On It |
| Inactive | Needs Customer Info |
| Closed | Done |
| Re-open | Follow-up |
| Trashed | Removed |
Where Labels Appear
Custom labels are reflected everywhere in Support Genix:
- Admin dashboard ticket lists
- Ticket details page
- Customer portal
- Status filter dropdowns
- Bulk edit options
- Email notification templates (where status is referenced)
- Reports
Important Notes
- Internal codes stay the same. The system always uses single-letter codes (N, A, P, I, C, R, D) internally and in the database. Only the display labels change.
- API and webhooks continue to use internal codes, not custom labels.
- No functional changes. Renaming “Closed” to “Resolved” doesn’t change how closing works — it only changes what users see.
- Translation compatibility. If you use a translation plugin, custom labels override the translated defaults.
- Keep labels short. Long labels may not display well in compact UI areas like status badges and filter chips.
Related Docs
Last updated on March 5, 2026
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