Case statuses define where a case is up to in its lifecycle. They are used throughout Case Management for tracking progress, filtering, and organising cases across your account. Administrators manage them on the Case statuses screen, which sits under Features in Settings.
What you can do on the Case statuses screen
- See every case status available in your account.
- Add new statuses to match your internal workflows.
- Rename existing statuses and change their colour.
- Delete statuses that are no longer needed.
- Choose which status is the default — the status new cases start with.
Where to manage case statuses
- Open Settings.
- Under Features, select Cases.
The Case statuses screen opens (Add and edit the statuses used to track cases.). Each status is listed with its coloured status label, and the default status carries a Default badge.
Adding a new case status
- Go to Settings → Features → Cases.
- Click Add status at the top of the screen. A new row opens above the list.
- Enter the Status label (required).
- Tick Default status if new cases should start with this status.
- Choose a colour from Select color.
- Click Save.
The new status becomes available to apply to cases and to filter by in the case list.
Editing or deleting a case status
- Go to Settings → Features → Cases.
- Click the edit (pencil) icon at the right of the status's row.
- Update the Status label, the Default status setting or the colour as needed, then click Save.
- To remove the status instead, click the delete (bin) icon in the row.
Click Cancel to close the row without changes.
How case statuses relate to the rest of Case Management
- Starting point for new cases — the default status is pre-selected in the Status field when someone creates a case.
- Progress tracking — statuses show where each case is up to across its lifecycle.
- Filtering the case list — statuses are used to filter cases and underpin the built-in views New Cases, In Progress Cases and Closed Cases.
- Quick scanning — each status's colour appears on its label in the case list.
The statuses in your account are configured by your organisation, so the list you see may differ from the examples here (such as New, In Progress and Closed).
Frequently asked questions
What are case statuses used for?
Case statuses show where a case is currently up to and help track progress across the case lifecycle.
Can I create my own case statuses?
Yes. Click Add status on the Case statuses screen.
Can I change the colour of a case status?
Yes. Each status has a colour, chosen when you add it or edit it.
What does the Default badge mean?
The default status is the one new cases start with. One status carries the Default badge.
Where do I manage case statuses?
At Settings → Features → Cases.
Related guides
- Creating a case (fields, Related To, case tags) (Document ID: 172)
- Case list views & columns (Document ID: 164)