Board and status columns
How to create internal statuses in Solution Desk and customize your board columns.
In Your requests, internal tickets are displayed as a board with status columns. In the company settings, you define which processing stages your team uses and how they appear on the board.
What the board shows
The board maps your internal support workflow into columns.
- Each column represents one status.
- Tickets are assigned to the matching column based on their current processing stage.
- Colors and icons make the status easier to recognize at a glance.
The default structure always includes at least Open and Resolved. Between them, you can add extra statuses such as In progress or Waiting.
Create and edit status columns
Open the Company settings in Solution Desk.
Scroll to the section Your team's statuses.
Add a new status if needed.
Give it a clear name, a matching icon, and a color.
Optionally add a short description so your team understands the purpose of the column more quickly.
Save your changes.
What is fixed
- Open remains the starting column.
- Resolved remains the closing column.
- Additional columns extend your process between those two endpoints.
Practical recommendation
- Only use as many statuses as your team actually needs.
- Keep the labels short and unambiguous.
- Use colors and icons consistently so the status is easy to understand at a glance.
If you also want to define who is allowed to process or escalate internal tickets, read Roles and members.