In addition to the default Not Viewed, Viewed, Responded, Closed, Resolved, and Re-Opened statuses, SupportTrio also allows you to specify an unlimited number of custom statuses by which your support tickets may be categorized. Statuses you add will be added to the Change Status dropdown on all ticket pages.
Three options are available to allow you to customize the behavior of these statuses:
Sticky (Always on top) - When a ticket is assigned a status that contains this property, the ticket will be displayed at the top of the queue until its status is modified.
Log duration - This property causes the duration that a ticket has been in existence to be incremented. To place a ticket "on hold", assign it a status that has this option turned off.
Show in open tickets - This property is self-explanatory. It causes a ticket to be displayed in the list of open tickets.
