The shared inbox has 5 default statuses to assign to tickets. These are:

• 'New'
• 'Open'
• 'Waiting for customer'
• 'Escalated to third party'
• 'Closed'

You can add extra statuses that apply better to your way of working:

1. Navigate to Settings Shared inbox  Custom statuses for tickets  click the plus sign.
2. Give your new status a name.
3. Click on “Save”.

You will now see your new status appear in the drop-down list next to 'Status' when you edit a ticket.