---
title: "Customer status"
slug: admin/status
url: https://projectri.com/docs/admin/status
section: admin
audience: admin
app_route: "/[slug]/admin/status"
permissions: [support.view, support.manage]
mobile: false
updated: 2026-09-08
source: Projectri documentation
---

# Customer status

What customers are told a ticket or a task is doing, mapped from the internal status your own team works in.

![Customer status](https://projectri.com/docs-shots/admin-status.png)

## What it is

Two vocabularies exist and this screen is the join between them. Internally a
ticket can be *Awaiting Internal* and a task can be *In Review*; a customer is
shown a short list whose only job is to answer "is anything needed from me, and
is it finished". This is where you decide which internal state maps to which
customer-facing one, and what wording it carries.

## How to get there

**Work → Customer status** in the admin console rail, at
`/<workspace>/admin/status`. Reading the mapping needs `support.view`; saving it
needs `support.manage`.

## How to use it

### Map a status

1. Choose the **Tickets** or **Tasks** tab. Each lists that entity's internal
   statuses.
2. In the middle column, pick what customers see. The eight choices are
   **Received**, **In Progress**, **Awaiting Your Reply**, **In Review**, **On
   Hold**, **Completed**, **Closed** and **Cancelled**. Leaving a row on **Use
   default** falls through to the built-in map, and the option names what that
   default is.
3. The choices that ask the customer to act are labelled as such in the picker,
   so you can see the consequence before you pick one.
4. The third column is optional wording of your own, up to 60 characters —
   "With our design team", say, in place of "In Progress".
5. The right-hand pill previews exactly what the customer will read.
6. Press **Save wording**. **Discard** appears while there are unsaved changes.

## What it affects

- **The client portal**, everywhere a ticket or task state is drawn — the list
  rows, the detail pages and the timeline.
- **"Awaiting your reply" is a behaviour, not a label.** That one key carries
  the "you need to act" affordance in the portal. Rewording it is fine; mapping
  something else onto it to get the badge changes how the portal treats those
  items.
- **Editing is retroactive, on purpose.** Nothing is written onto the ticket, so
  changing a row changes what every existing ticket in that state shows. Stamping
  the derived value at save time would make the same word mean two things
  depending on when the ticket moved.
- **Nothing internal changes.** Your team keeps working in the internal
  vocabulary; this only decides what leaves the building.
- **Saving clears the shared cache**, so a change reaches every open portal
  session without a redeploy.

## On mobile

This screen is web only. The wording it produces is what the portal app shows a
client.

## Limits and gotchas

- A row left on **Use default** is stored as an absence, not as a mapping to
  today's default value. That is what keeps the built-in map upgradable for you
  — a workspace that never opens this screen still gets sensible wording, and
  gets a better one if the defaults improve.
- Saving an empty table is safe, and means "use the defaults for everything".
- Internal statuses cannot be added here. Task stages are configured on
  [Workflow](/docs/admin/workflow); ticket statuses are fixed.
- The eight customer-facing keys are fixed. You can reword any of them; you
  cannot add a ninth.

## Related

- [Workflow](/docs/admin/workflow) — the internal stages this maps from.
- [SLAs](/docs/admin/sla) — the promise running behind the wording.
- [Tickets in the portal](/docs/portal/tickets) — where a client reads this.
- [Tasks in the portal](/docs/portal/tasks) — the other side of the same map.

## Related

- [SLAs](https://projectri.com/docs/admin/sla.md): Response and resolution targets per ticket severity, counted against the workspace's own working week or around the clock.
- [Workflow](https://projectri.com/docs/admin/workflow.md): The stages work moves through, the levels of the work-item hierarchy, the approval chains that sign work off, and the sales pipeline stages.
- [Support tickets](https://projectri.com/docs/portal/tickets.md): Raise a support ticket with screenshots or a recording, and follow every ticket your company has open with this supplier.
- [Requests](https://projectri.com/docs/portal/tasks.md): The things your supplier needs from you — a document, an approval, an answer — with due dates, and a list of what you have already sent.