Manage tickets
A ticket combines a customer enquiry and its entire message history.
Status
| Status | Meaning |
|---|---|
| New | Incoming ticket not yet handled |
| Open | Work is pending |
| In progress | Someone is actively working on it |
| Waiting for customer | A customer response is needed |
| Resolved | The issue has been addressed |
| Closed | Archived from the active inbox |
| Quarantine | Held for review |
Priority
Low, Normal, High and Urgent indicate the need for action. Change the priority directly in the list or in the ticket detail.
Assign work
A ticket can be unassigned, assigned to you or assigned to another authorised person. Every row shows the assignment. Users can only see people and projects available to their role.
Conversation and history
The ticket detail contains messages, internal notes, attachments and recorded changes. Status, priority and assignment changes are logged by the server.
Quick changes
Use the selectors in the ticket list to change status, assignment and priority without opening the detail.