The Status of a ticket is a way to explain where the Ticket is in the resolution process. Examples include New, Awaiting User, Resolved and Assigned.
Each Status is assigned a Phase: Open, Suspended, Pending or Closed. Phases tell the system whether to stop the clock on a Ticket.
Define your Status options via Administration ? Ticket Configuration ? Status.
Click Add to add a new Status and assign a Phase to it. Click the name of a Status to edit it.