Board & Priorities
Tickets move through a simple lifecycle, ordered by priority and grouped by status, so your team always knows what to pick up next.
The status flow
- open
A new ticket lands here, unworked.
- in_progress
An agent takes ownership and starts work.
- waiting
Work is paused pending the customer or a third party.
- resolved
The issue is fixed, pending confirmation.
- closed
The ticket is done and archived.
Tickets are organized into columns by status, newest first within each column, so the
board reads like a pipeline from open to closed.
Priorities
Each ticket has a priority — low, med, high, or urgent — that signals how soon
it needs attention. Sort or scan by priority to make sure urgent issues jump the
queue. New tickets default to med.
| Priority | Use it for |
|---|---|
urgent | Outages, angry VIPs, anything blocking revenue now. |
high | Important issues that need same-day attention. |
med | Standard requests (the default). |
low | Nice-to-have or non-time-sensitive. |
Filtering
Filter tickets by status and by assignee so each agent can see just their own
work, or so a lead can review everything that’s open or urgent.
Moving a ticket to resolved or closed is recorded in your activity log, giving you a
clear trail of who closed what and when.
Permissions recap
- Agents create and update tickets (including status, priority, and assignee).
- Admins can also delete tickets.
Review the four ways tickets are created.