Status and priority

Who: Staff and admins
Where: Details on a ticket page

Statuses

Status	Meaning
Open	New, or waiting on your team.
In progress	Your team is working on it. Set by hand.
Awaiting reply	Waiting on the requester.
On hold	Paused.
Resolved	Fixed.
Closed	Finished.

A public staff reply moves an Open ticket to Awaiting reply. A reply reopens a resolved or closed ticket.

Low, Normal, High, and Urgent. Priority sets the SLA target.

Choose someone under Assigned to.

Set when resolved tickets close.

See what is on a ticket.