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Service task statuses show where the service task is in its lifecycle. Though Freshdesk has its own default statuses that make up a ticket’s lifecycle (Open, Pending, Resolved and Closed), some industries might require a status in between one of the default states.

For example, an e-commerce company’s support team might include statuses like 'Replacement approved' or 'Order picked up' between 'Open' and 'Resolved' statuses, rather than using the catch-all 'Pending' status to describe them.

Different industries have different processes of handling tickets and custom statuses enable that.

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