Support settings: statuses, fields, routing and SLA

All of these live under Support → Support settings in the Ticket workflow group.

Statuses

Statuses define a ticket's lifecycle. Each one maps to a bucket (Open, Pending, Solved or Closed) that drives the inbox views and reports. Below the Automation card, the page shows one card per bucket with the statuses inside it, each with a pencil to edit and a trash icon to delete; the Default badge marks the status new tickets start in, and Terminal marks statuses that close the ticket.

To add one, click New status and fill in:

Field	Meaning
Label	The name agents see, for example In review.
Bucket	Which of the four buckets it belongs to.
Sort order	Its position in the status pickers.
Color	The colour of its dot and badge.
Default for new tickets	Make this the starting status.
Closes the ticket	Treat this status as closed.

Click a status to edit it. The default status cannot be deleted; pick another default first.

The Automation card has two switches:

• Set to Open on customer reply: when a customer replies to a pending, on-hold, solved or closed ticket, it moves back to your Open status. With this off, only solved and closed tickets reopen.
• Resolve follow-ups when the customer replies: whether new follow-ups default to clearing themselves when the customer answers.

Ticket categories

Categories classify tickets your way, for example Billing question or Bug report. They power the Category field on a ticket and the Category filter in the inbox, and a routing rule or the AI assistant can set them. Click New category and enter a Name. Renaming a category updates every ticket that uses it.

If agents have already typed category values before you defined them, the In use, not defined card lists those values with a one-click option to adopt each one.

Ticket fields

Type, Module and Group are built-in fields set on every ticket. Give each one the choices your team uses: click Edit choices, enter one choice per line and save. They then appear in the ticket details, on the new-ticket form, as inbox filters and in analytics. A built-in field can be hidden but not deleted.

Under Other custom fields, click New field to add your own. A field has a name and a type (Text, Number, Date, Dropdown, Multi-select or Yes / No) and these options:

Option	Effect
Required on new tickets	Agents must fill it in when creating a ticket by hand.
Required to change the status	Agents must fill it in before moving a ticket to the statuses you tick, per brand. The ticket shows a Type needed dialog until they do.
Show with ticket details	Pins the field to the Conversation details card and the Filters panel.
Hidden	Keeps the field's data but takes it off every screen.

Routing rules

Routing rules decide what happens to a new ticket the moment it arrives. Rules run top-down and the first match wins; all conditions on a rule must match. Each rule is listed with its number, name, If and Then summary. Use the arrows to reorder rules, the switch to pause one, and the row menu to Edit rule, Duplicate rule (the copy starts paused) or Delete rule. Until a rule matches, new tickets stay unassigned.

Click New rule. The New routing rule dialog notes that all filled-in conditions must match and a blank field is ignored.

1. Give the rule a Rule name.
2. Under When, leave A new ticket arrives selected. (On a schedule turns it into a scheduled rule; see below.)
3. Under If a new ticket matches, fill in any of Sender email, Sender domain, Brand, Tag, Subject keyword or Product.
4. Under Then, choose Route, Mark as spam or Delete ticket. For Route, pick any of Queue (a free-form label shown on tickets), Assign to (one teammate), Set brand (for mail that lands on a shared address), Set channel (for example mark voicemail-to-email notifications as Voicemail) and Round-robin pool (new tickets rotate across the chosen agents when no single assignee is set).
5. Click Create rule.

Tip: Delete ticket removes matching mail without a trace and cannot be undone. Prefer Mark as spam, which keeps the ticket in the Spam view where you can check it.

Scheduled rules

Scheduled rules act on existing tickets. They are checked every 15 minutes, and every matching rule applies, so there is no order. The classic use is closing tickets the customer never answered.

Click New scheduled rule (the same dialog with On a schedule selected under When):

1. Under If a ticket, choose Is in status (for example Pending), Has been idle for a number of hours or days, and Measured from: our last reply, with no customer response since, the customer's last reply or the last update of any kind. Narrow by Brand or Tag if you like.
2. Under Then, choose Set status to (for example Closed).
3. Tick Email the customer first to send a message before the status changes, and edit its Subject and Message. It is sent from the brand mailbox in the ticket's own thread, so a reply reopens the ticket.
4. Click Create rule.

SLA policies and business hours

An SLA policy sets reply and resolution targets for the tickets it matches. The table lists each policy's First, Next and Resolve targets, its Business hours profile and Applies when conditions (any for a catch-all). A new workspace starts with a Default SLA of one hour to the first reply, four hours to the next and 24 hours to resolve.

Click New policy:

Field	Meaning
Policy name	For example Urgent tickets.
First reply, Next reply, Resolve	Targets in minutes.
Business hours	The profile whose hours the clock follows, or 24/7 (no business hours).
Priority, Tag	Which tickets the policy applies to. Leave both empty for a catch-all.
Default	Use this policy when no other matches.
Active	Pause a policy without deleting it.

When several policies match a ticket, the one with the lowest priority number wins.

Under Business hours, click New profile to define a schedule: a Name, a Timezone, one time window per weekday, and whether it is the Default profile. The table shows each profile's Schedule (for example Mon 09:00–17:00) and its Holidays. SLA clocks pause outside these hours, so a ticket that arrives after closing time is not counted as late until the next working morning.

How agents see all of this on a ticket is in Statuses, priority and SLA.

Next: Canned responses, inbound filters, AI assistant and CSAT.