Statuses, priority and SLA
For anyone who wants to know what each status means, why a ticket reopened on its own, and what the Overdue label and the SLA line are telling them.
Statuses
Every ticket has one status. Your administrator can rename, recolour and add statuses, but each one belongs to one of four buckets, and the buckets are what the inbox views and reports use.
| Bucket | Default status | Meaning |
|---|---|---|
| Open | New | The ticket has just arrived and nobody has looked at it yet. New is the default for new tickets. |
| Open | Open | Your team is working on it. Sending a reply moves a New ticket here. |
| Pending | Pending | You are waiting for the customer to answer. |
| Pending | On hold | Waiting on something other than the customer, such as another team or a vendor. |
| Solved | Solved | The question is answered. The customer can still reply, which reopens the ticket. |
| Closed | Closed | Finished. Close in the ticket header sets this status. |
The Active view shows the open and pending buckets. Solved and closed tickets stay searchable and appear in the All view.
Change a status from the Status dropdown in the ticket header, from the Conversation details card, inline on a row in the inbox, or while sending with Send & set status. If your administrator has made a field mandatory for a status, a dialog titled Type needed (or whatever the field is called) asks you to fill it in; choose Save & change status to continue.
Why a ticket reopened
When a customer replies to a ticket in the pending, solved or closed buckets, the ticket moves back to Open so nobody misses the message. Your administrator can narrow this under Support settings → Statuses → Set to Open on customer reply; when that option is off, only solved and closed tickets reopen, and a Pending ticket stays where it is. A customer's reply also brings back a ticket that was deleted.
Priority
Priority is one of four fixed levels: Low, Medium, High or Urgent. It is shown as a coloured dot on the requester's avatar in the inbox and in the Conversation details card, where you change it. Priority can be set automatically by a routing rule or the AI assistant, and it is one of the things an SLA policy can match on.
Tip: Priority is for your team's ordering of work. It is never shown to the customer.
SLA: reply and resolution targets
An SLA (service level agreement) policy sets how quickly a ticket should get its first reply, how quickly each later customer message should get a next reply, and how quickly the ticket should be resolved. Your administrator defines the policies and which tickets they apply to; see SLA policies and business hours.
On a ticket, the line under the subject shows where it stands, for example First reply in 2h while there is time left, or Response overdue once the target has passed. The Conversation details card shows the policy and its targets, and First response: Breached or Resolution: Breached when a target was missed.
In the inbox:
- Overdue on a row means the ticket has missed a target and is still active.
- The Overdue view lists all of them; Due soon lists tickets whose next target is within 24 hours; Unanswered lists active tickets still waiting for a first reply.
- Sort → SLA due orders the list by the nearest deadline.
- The SLA filter narrows to Breached or Unanswered tickets.
A breach is recorded once and stays on the ticket for reporting, even after you reply. Replying or resolving the ticket stops the clock on that target.
Business hours
If your administrator has set business hours, the SLA clock only runs during them. A ticket that arrives on Friday evening with a four-hour first-reply target is due four business hours into Monday, not on Friday night. A policy can also be set to 24/7 so the clock never pauses.
Satisfaction surveys
When a ticket is solved or closed, the banner at the top offers Send CSAT survey, which emails the customer a short rating request, and Copy CSAT link to share the survey another way. Your administrator can switch on Auto-send on resolution so every resolved ticket sends one. Results appear under Support settings → CSAT. See CSAT surveys.