Each ticket has one of four statuses: Open — New request, no response sent yet In Progress — Agent is working on it, waiting for internal clarification Waiting — Response sent, waiting for customer feedback Closed — Issue resolved, no further action needed

Low — General questions, feature requests Normal — Standard inquiries (default setting) High — Important customer issues that should be resolved promptly Urgent — System failures, data loss, business-critical problems

Using Ticket Status and Priorities Correctly

Organize Tickets Efficiently

Status

Each ticket has one of four statuses:

Open — New request, no response sent yet
In Progress — Agent is working on it, waiting for internal clarification
Waiting — Response sent, waiting for customer feedback
Closed — Issue resolved, no further action needed

Priorities

Low — General questions, feature requests
Normal — Standard inquiries (default setting)
High — Important customer issues that should be resolved promptly
Urgent — System failures, data loss, business-critical problems

Best Practice

Change the status directly in the ticket view by clicking on the status badge. Use "Waiting" after every response to the customer — this way you can see at a glance which tickets are still waiting on your action.