# Statuses, priority and SLA

> Source: https://support.usebluehill.com/support-statuses-priority-and-sla  |  Updated: 2026-10-26T23:46:59Z

## 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](./support-support-settings-workflow#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](./support-canned-responses-ai-and-csat#csat-surveys).

Next: [Support settings: brands, domains and senders](./support-support-settings-brands-and-email).