How do I hide some statuses from the client?

[shamanesco]

Hi all,

I tried searching but didn't find a solution. Here's the problem I'm trying to solve: I have about 6 statuses in a department, let's say they are Open, Status1, Status2, Status3, Closed. The thing is that Status1...3 are for internal ticket classification only and their name visible on the ticket status page confuse the clients.

So my question is: how do I make "technical" statuses visible to staff only showing "Open" instead of "status1...3" to the client?

Thanks in advance!

[Jamie Edwards]

Hi shamanesco,

Although they won't be hidden from your end-users, they will not be able to select the statuses themselves. To do this, set the status to Private, as below (Admin CP -> Manage Statuses).





In order to hide the status from the end-user completely, you could remove the status field from the ticket view template (see Support Center: How to Hide Tickets with Status "Closed")

[shamanesco]

Hi Jamie,

thanks for getting back to me, I think I will remove the status notification on the ticket status page. However, making a status visible to staff only is a good idea for a feature request.