Help Desk MX


Statuses mark the different stages of a ticket's resolution. Our extension provides three default variations:

  • Open - assigned at the stage of creating a ticket or in its initial message reply;
  • In Progress - assigned after further replies.
  • Closed - assigned when the ticket is counted as resolved.

If you wish, you can create a set of statuses. If so, you also need to include them to your tickets workflow using the following options:

  • Set initial status, which is assigned to the ticket upon its creation, at Help Desk MX -> Settings -> General Settings -> Status for new tickets
  • Choose statuses, which will automatically move tickets to the Archive, at Help Desk MX -> Settings -> General Settings -> Move Ticket to Archive if it has one of the following statuses.
  • Choose statuses which will mark tickets as resolved at Help Desk MX -> Settings -> Reports -> Solved Statuses.

You can also assign different statuses, using Workflow Rules, or by setting a reminder for a ticket.

Creating New Status

To create a new status, go to the Customers > Help Desk MX > Statuses backend page. Press the button Add New. You will see the following settings:

  • Title - label of the status.
  • Code - unique code of the status. It can contain only letters, digits, and underscore.
  • Sort Order - sorting order, in which statuses will be displayed on a drop-down selection menu.
  • Color - the color of the status label (used for better visualization in Grid)
  • Stores - sets the store view or views where the status will be used for ticket workflow.


Status labels are not translated using standard Magento means of translation.

If you wish to have the same status displayed differently on other stores, use the Store View switcher to jump to other store views and put a translation into the Title field.