Enhancing request management with sub statuses in Hornbill

Effective request management is all about clarity, efficiency, and communication. When dealing with service requests, a simple "Open" or "On Hold" status often doesn’t provide enough detail about what’s actually happening. That’s where request sub statuses in Hornbill come into play, offering more granular insights into request progress. 

In our video, we demonstrate how to create and manage sub statuses in Hornbill’s Service Manager, but in this blog, we’ll take a step back to explore why they matter and how they can improve both agent workflows and employee experience.

Watch the video below to see how to configure sub statuses in Hornbill.

Why do request sub statuses matter? 

Sub statuses add another layer of transparency to service requests. Instead of a broad In Progress label, support teams can specify exactly what’s happening—whether they’re waiting for a customer response, investigating an issue, or awaiting approval. 

For customers, this means better visibility. Instead of seeing a vague status, they get clear, meaningful updates that help set expectations and reduce unnecessary follow-ups. 

For agents, sub statuses help streamline workflows, prioritize tasks, and automate responses. By leveraging them effectively, teams can: 

• Improve communication with customers and stakeholders 
• Automate actions based on specific sub statuses
• Track request progress more accurately
• Ensure that requests don’t get stuck or forgotten

How do you use sub statuses in Hornbill? 

Hornbill offers flexible ways to configure sub statuses, ensuring they align with your organization’s unique processes: 

1. Global vs. per-service sub statuses: You can define sub statuses globally (for consistency across all services) or tailor them per service to meet specific needs. 
2. Customizable naming: You can name sub statuses based on internal processes while also providing an alternative, customer-friendly label. 
3. Parent statuses: Each sub status is linked to a main request status, such as Open, On Hold, or Resolved, ensuring logical progression in the request lifecycle. 
4. Automated actions: Sub statuses can trigger workflow actions, like notifying customers or escalating a request when a status changes. 
5. On-hold timers: If a request is placed on hold (e.g., waiting for a customer reply), a time limit can be set to ensure it doesn’t sit idle indefinitely. 

 Start optimizing your request management today!