Ticket Statuses and Priorities
Understanding statuses and priorities helps you manage tickets efficiently.
Ticket Statuses
Open
- Meaning: Customer is waiting for your response
- Action: Respond as soon as possible
- Auto-set when: New ticket created, customer replies
Pending
- Meaning: You've replied, waiting for customer
- Action: No action needed until customer responds
- Auto-set when: You send a reply
Closed
- Meaning: Issue is resolved
- Action: Ticket is archived but searchable
- Set when: You manually close the ticket
Changing Ticket Status
- Open the ticket
- Find the Status dropdown in the sidebar
- Select the new status
- Status updates immediately
Ticket Priorities
Priorities help you focus on urgent issues:
- High: Urgent issues needing immediate attention
- Medium: Standard priority (default)
- Low: Can wait, not time-sensitive
When to Use Each Priority
| Priority | Use For |
|---|---|
| High | Order issues, shipping delays, upset customers, time-sensitive problems |
| Medium | General questions, product inquiries, standard support |
| Low | Feature requests, non-urgent feedback, FYI messages |
Best Practices
- Always close resolved tickets - Keeps your inbox clean
- Don't leave tickets Pending too long - Follow up after a few days
- Use High priority sparingly - If everything is high priority, nothing is