Documentation / Statuses & Priorities
Documentation
- Getting Started
- Installation
- Frontend Setup
- Theming
- User Model
- Authorization
- Configuration
- Routes
- Tickets
- Public Tickets
- Bulk Actions
- Conversations
- Statuses & Priorities
- SLAs & Escalation
- Macros
- Automation Types
- Custom Ticket Actions
- Automations
- Newsletters
- Workflows
- Followers
- Satisfaction Ratings
- Collaboration
- Keyboard Shortcuts
- Events
- Scheduling
- Notifications
- Inbound Email
- Importing Data
- Single Sign-On
- REST API
- Management Commands
- Mobile SDKs
- Contributing
- Plugin Development
- Compare
Statuses & Priorities
Escalated treats tickets as state machines. Status transitions are enforced and configurable.
Statuses
- Open
- In Progress
- Waiting on Customer
- Waiting on Agent
- Escalated
- Resolved
- Closed
- Reopened
Priorities
- Low
- Medium
- High
- Urgent
- Critical
Transitions are configurable via config/escalated.php under the transitions key.
Admins can create and manage custom statuses in the admin panel (/support/admin/statuses).