Ticket statuses

Your firm's own names, colours and order for the phases a ticket moves through — a label layer only.

When you would use this: "Awaiting customer" reads better to your team than the built-in name, say, or you want your own extra status inside one of the three phases.

The three phases: every status belongs to Open, Pending or Closed — the underlying kind every SLA clock and report actually counts by. Renaming, recolouring or reordering a status changes nothing about what it counts as; adding a new status still has to sit inside one of the three.

Adding one: a name, a colour, and which phase it belongs to.

Deleting one: refused while it still has tickets sitting in it — move them to another status of the same phase first.

When it refuses: "Ticket statuses are not available to your role" needs the lookup-table permission that also governs priority labels and services — distinct from the settings-reading permission, which only covers departments, SLA priorities, replies and the two email-hygiene screens.