Standard Statuses
Upon generation, a Ticket always starts with an open state. However, users have the flexibility to select from various statuses.
Open
The pre-defined status for each signal is 'Open', meaning the related task is underway and requires attention or action to be taken.
Acknowledge
The 'Acknowledged' status indicates that a user has taken notice of the issue and is actively working towards resolving it.
Pending
The 'Pending' status designates that resolving the issue will require additional time and there may be blockers preventing immediate resolution.
Resolved
The 'Resolved' status signifies that the related issue has been successfully addressed and requires no further action.
Custom Statuses
Avenue currently support four statuses out of the box: Open, Pending, Acknowledged, Resolved. However, these statuses don't always fit the unique needs of Avenue's diverse customer base. With Custom Statuses, Avenue users can now create their own status labels as they see fit.
Adding a new Custom Status
To get started with Custom Statuses, head over to the organization settings and navigate to the new Custom Statuses settings section.
All Avenue organizations come with four default statuses: Open, Acknowledged, Pending, Resolved. While these statuses cannot be removed, their labels and default status colors are able to be modified. Clicking '+ Add Status' will bring forward a small text input area along with a color picker. In order to successfully save a status, a color must be selected from the color picker.
Updating an existing Custom Status
Existing statuses (excluding the standard four Avenue statuses) can have their labels and colors updated. After a custom status receives an update, all signals with that status will also receive the update. For example, if a status were to be changed from Legal Review to Needs Response, and it's color were to be changed to red, all new signals would have the option to select Needs Response, and any existing signal in the Legal Review state would be automatically updated to be in the Needs Response state.
Removing a Custom Status
After adding a new status, the status cannot be removed until there exist no more signals associated with that status. When a status is able to be removed from an organization, a trashcan icon will appear next to the status tag. Clicking on the trashcan icon will permanently remove the custom status from the organization.
FAQ
How does this feature affect status sync between Slack and Avenue?
Previously, the Slack app used a combination of the 🔴, 👀, 🟢 emojis, the presence of interactive buttons, and threaded updates to indicate the current status of an Avenue signal. However, now with Custom Statuses, a dropdown selector is now attached to each signal triggered slack message. The dropdown will be automatically updated to display the active status of a signal if a user updates a signal state from Avenue, and vice versa. When a user adds or removes a status from the organization settings page, the dropdown options will automatically update to reflect the current set of available statuses for the organization.
How does this affect status syncs from external ticketing integrations such as Asana, Zendesk, Jira, Linear, and others?
You can configure a status sync with many integrations in the Destination configuration. Please let us know if the integration you are using does not have a Status Sync and the team can get it added for you!
How to change the status?
Manual updating is necessary for signal statuses, which can be accomplished through the Avenue dashboard or Slack.
What is the Activity Log?
The Activity log serves as a comprehensive record of the signal's status changes, including assignments, acknowledgements, and other relevant information.
⛑️ If you need any help or have any questions please contact support by email, or click on the button in the bottom right corner.