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).