There is an option in Deskpro to add sub-statuses within the core statuses.

This can be helpful if you'd like to make your workflows more granular and can also be useful for reporting.

In order to make a new sub-status you will need to head to Ticket Structure > Statuses and click + New.

From here, you can choose a Parent Status type (all sub-statuses must have a core status that it is associated with), and the title of your new sub-status. Once these have been created, you will see them appear in the status selection for Tickets.

These sub-statuses can be manually selected by your team at any time in order to make sure the Ticket is always showing the correct information for both the User and the Agent. These sub-statuses can be added automatically with Triggers and other automation options or in the Reply section.