Help and tickets

Understand ticket statuses and priorities

Read the badges on a ticket so you know who is expected to act next.

1
Look at the upper badge on the ticket. That is the status.
2
Open means the ticket has been received and is waiting to be picked up.
3
In Progress means someone from the team is working on it.
4
Waiting means the team asked you something and the ticket is waiting for your answer — this one is on you.
5
Resolved means the team believes the problem is solved.
6
Closed means the thread is finished; replies are no longer accepted.
7
Look at the lower badge. That is the priority you chose: Low, Medium, High or Urgent.
8
Use the Open and Resolved buttons above the list to see only tickets in that state.

You can tell at a glance which of your tickets are waiting for you and which are waiting for the team.

Waiting means your answer is missing. Open the ticket, read the last reply, and answer it.

A resolved thread takes no more replies. Open a new ticket and put the old ticket number in the first line.

Priority sorts the queue, it does not skip it. If the situation changed, say so in a reply — that is what moves a ticket.