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Status colors let you choose how your PSA statuses look across Thread. Thread places each status in a category, and every status in a category uses that category’s color. New statuses from future PSA syncs are placed automatically too. Only admins can change status colors. Everyone in your workspace sees the colors you save.

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Walkthrough video

Status colors walkthrough. Screens are illustrative and may differ slightly from your workspace.

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Open the status colors page

  1. In Thread Admin, select Workspace.
  2. In the Customization section, select Status colors.
The page has three sections: Categories, Custom overrides, and How your statuses will look.

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Status categories and default colors

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How Thread places statuses

Thread checks each status in this order:
  1. If your PSA marks the status as closed, it goes in Closed.
  2. If the status name contains a known keyword, such as “waiting”, “scheduled”, or “on hold”, it goes in the matching category.
  3. If no keyword matches and the status is your PSA’s default status for new tickets, it goes in Open.
  4. Anything else goes in Not in a category.
Thread matches status names without regard to case. If the same status name exists on more than one PSA board, your choice applies to all of them. To see why Thread placed a status where it did, click the status in Custom overrides or How your statuses will look. The panel that opens shows the reason.

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Change a category’s color

  1. In Categories, find the category you want to change.
  2. Open the color menu on the right of the category row.
  3. Pick a color. Every status in that category follows the new color.

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Move a status to another category

Categories start collapsed. Click the arrow next to a category name to see its statuses. Then use any of these methods:
  • Drag the status. Drag a status from one category and drop it on another.
  • Add statuses to a category. In an expanded category, click Add status. Tick the statuses you want in this category and click Save. If you untick a status you moved there yourself, it returns to its automatic category. If you untick any other status, it moves to Not in a category.
  • Click the status. In Custom overrides or How your statuses will look, click the status. Pick a new category from the Category menu.

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Give one status its own color

Use an override when a single status needs to stand out from the rest of its category.
1

Open the override form

In Custom overrides, click Add override.
2

Pick the statuses

In Status, search for and select one or more statuses.
3

Pick a color

In Color, choose the color you want. Statuses that already use this color through their category are left unchanged.
4

Add the override

Click Add override. The statuses now appear in Custom overrides.
You can also click any status in How your statuses will look and pick a color from its Color menu. Choose Category color to go back to the category’s color. To change an override later, use the color menu on its row in Custom overrides. To remove the custom color, click the remove (X) button on that row.

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Return a status to automatic

If you moved a status or gave it its own color, you can undo both at once:
  1. Click the status in Custom overrides or How your statuses will look.
  2. Click Back to automatic.
Thread puts the status back in the category it detected and uses that category’s color.

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Preview and save your changes

How your statuses will look shows every status from your PSA, grouped by category, as it will appear in Thread Inbox. Check it before you save. When you have unsaved changes, a bar at the bottom of the page shows how many there are and what they are.
  • Click Save changes to apply them for your whole workspace.
  • Click Discard to drop them.
If you leave the page with unsaved changes, Thread warns you that they will be discarded. Thread Inbox can take a few minutes to show saved changes. Refreshing Thread Inbox loads them right away.

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Where status colors appear in Thread Inbox

Your saved colors appear wherever Thread Inbox shows a ticket status, including:
  • The status column in view lists, and status filters in a view. See Views and insights.
  • The status at the bottom of an open ticket, and the status picker in the ticket details.
  • Ticket cards in Planner. See Using Planner.
  • Ticket cards in the member panel on Team Home.
  • The status picker when you bundle or merge tickets.
Status colors only change how statuses look. To control which statuses Thread sets automatically, see Configure status mapping in Thread.