Ticket properties
Statuses, priorities, channels, types, categories, and tags: how tickets are described and sorted.
Status
| Status | What it means |
|---|---|
| Open | Needs attention. New tickets start here, and so do resolved or closed tickets when the customer writes back. |
| Pending | Waiting on the customer or someone else. Service level clocks can pause while a ticket is Pending. |
| Resolved | The problem is solved. |
| Closed | The conversation is finished. |
| Merged | The ticket was merged into another one. It is set automatically and the ticket becomes read-only. |
Priority
Priority is Low, Medium, High, or Urgent. Each priority can have its own response and resolution targets in your service levels. See Service level agreements.
Channel
Channel describes how a conversation reached you: Email, Portal, Phone, or Chat.
Email is the channel that creates tickets automatically. When you create a ticket by hand, choose the channel that matches how the request arrived, so your reports stay meaningful.
Type, category, and subcategory
These three lists are yours to define. A type describes the nature of the work, such as an incident or a service request. A category groups tickets by topic, and a subcategory narrows a category further.
An administrator manages the lists under Admin → Ticket types, adding values one at a time or importing many from a CSV list. Agents pick from the lists when they classify a ticket, and you can filter, report, and route by them.
Tags
Tags are free-form labels. Type a new tag on a ticket and it is created on the spot. Use tags for anything that cuts across types, such as a product name or a campaign, and filter the inbox by tag.
Assignee and group
The assignee is the agent responsible for the ticket, and the group is the team queue that owns it. A ticket can have both. See Assign and route tickets.