Reference: statuses and priorities

Ticket statuses

Status	Meaning
Open	New, or waiting for the team
In Progress	Being worked on
Pending	Waiting on something internal
On Hold	Paused
Waiting on Customer	Waiting for the customer to reply
Waiting on 3rd Party	Waiting on a supplier or vendor
Resolved	Fixed, awaiting confirmation
Closed	Finished
Spam	Marked as spam; the sender is blocked until restored
Deleted	Removed but kept; can be restored

Priorities. Urgent, High, Medium and Low. SLA targets in Admin decide how quickly each must be answered and resolved.

Who spoke last. The chip on every ticket card reads Opened, Agent or Contact, so you can see at a glance whether the next move is yours.