Skip to main content
Adapt how you classify and track your cases so they reflect the way you work.

​
Priorities

Priorities mark the urgency of a conversation or ticket (for example, low, normal, high, urgent). They help you handle what matters first and can require stricter SLAs.

​
Ticket types

Types classify cases by their nature —for example, “Incident”, “Inquiry”, “Return”—. Define them to fit your business so you can filter and measure better.

​
Ticket statuses

Statuses indicate where a case stands (for example, open, in progress, on hold, resolved). You can adjust the statuses to your workflow.
All of this is configured in Settings. See how they’re used in Tickets.