Support tickets
What each ticket status means
Choose a ticket status and priority, and understand when a ticket shows as overdue.
Updated 22 October 2026
Change a ticket's status as the work moves so your team can see what still needs doing.
The five statuses
- Open — the ticket has been raised, but work hasn't started
- In progress — someone is working on it
- Waiting on customer — your team needs an answer from the customer before it can continue
- Resolved — the customer's problem has been sorted out
- Closed — no more work is expected
New tickets start as Open. You can change the status on the ticket.
Priority
Priority tells your team how urgently to work on a ticket. The choices are Low, Medium, High, Critical and Urgent. A ticket you create from a conversation starts at Medium; you can change it later.
The Tickets list shows High, Critical and Urgent beside the subject. Open a ticket to see or change any priority.
Overdue
Overdue appears in the Tickets list when an Open, In progress or Waiting on customer ticket has passed its resolution target. Resolved and Closed tickets don't show it.
If your workspace has no resolution target, tickets won't show as Overdue. When a ticket passes that target, workspace owners and admins are notified.
Related
- About support tickets
- Work a ticket
- Why a ticket didn't appear or move
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