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Managing Ticket Status and Priority

Managing Ticket Status and Priority

Keep your support inbox organized by updating ticket status and priority levels.

Ticket Status

Track where each ticket is in the support lifecycle:

  • New - Ticket just submitted, not yet viewed
  • Open - Ticket is being actively worked on
  • In Progress - Currently addressing the issue
  • Resolved - Issue has been resolved
  • Closed - Ticket is finished and archived

Updating Status

  1. Open a ticket in the detail view
  2. Find the status dropdown in the ticket header
  3. Click to open the status menu
  4. Select the new status from the list
  5. Status updates immediately and reflects in the list

Status Workflow

Typical status progression:

  1. Start with "New" when ticket arrives
  2. Change to "Open" when you begin working on it
  3. Move to "In Progress" while actively addressing it
  4. Mark as "Resolved" when the issue is fixed
  5. Change to "Closed" when the ticket is complete

Resolving Tickets

Quick resolve with one click:

  1. Click the "Resolve" button in the ticket toolbar
  2. Status automatically changes to "Resolved"
  3. A resolved timestamp is recorded
  4. Button becomes "Resolved" (disabled)

Priority Levels

Categorize tickets by urgency:

  • High - Urgent issues needing immediate attention
  • Medium - Standard priority issues
  • Low - Lower priority or non-urgent issues

Updating Priority

  1. Open a ticket in the detail view
  2. Find the priority dropdown in the ticket header
  3. Click to open the priority menu
  4. Select the new priority level
  5. Priority updates immediately with visual indicator

Priority Indicators

High priority tickets show:

  • Orange badge in the list view
  • Left border highlight in the list view
  • Priority badge in the detail view

Categories

Organize tickets by type:

  • Bug Report - Software issues or defects
  • Feature Request - Suggestions for new features
  • General Inquiry - General questions
  • Billing - Payment and subscription issues
  • Account - Account management issues

    • Updating Category

    1. Open a ticket in the detail view
    2. Find the category dropdown in the ticket header
    3. Click to open the category menu
    4. Select the new category
    5. Category updates immediately

    Best Practices

    • Keep "New" tickets for unviewed items only
    • Update status as you work through tickets
    • Use "High" priority sparingly for truly urgent issues
    • Categorize tickets to help with reporting later
    • Resolve tickets promptly to keep the inbox clean