Tickets & statuses
A ticket is the unit of work. Every customer submission (from your support page, an email routed into Vicket, or an API call) becomes a ticket or a comment on one. Each ticket belongs to exactly one site and has exactly one status at any time.
Status categories
Every status belongs to a category: the lifecycle bucket that drives SLA, dashboard filtering, and workflow behavior. You can create as many statuses as you want inside a category.
| Category | Meaning | SLA implication |
|---|---|---|
open | Awaiting agent action | Counts toward first-response and resolution time |
pending | Awaiting customer or third-party reply | SLA clocks paused |
resolved | Agent considers it done, customer can still reopen | Resolution time stops |
closed | Locked. Closed-ticket attachments may be cleaned | No further SLA tracking |
custom | Your own bucket, outside the SLA lifecycle | No SLA implication |
When a ticket moves to a pending status, open SLA timers pause and resume when it transitions back to open. Moving to resolved or closed stops timers.
Lifecycle
A new submission lands in the site's default open status. Agents reply or transition the ticket through the status picker in the dashboard. Each transition emits a ticket.status_changed event that the workflows engine listens to.
Customers can reopen a resolved ticket by replying. The ticket transitions back to open and fires ticket.reopened, so a workflow can re-route or re-notify.
Visibility
Tickets are visible by team: agents see the queues of the teams they belong to. The dashboard stats and the board honor that scoping, so an agency can give each client team its own clean view.
Customization
From Settings, Statuses, you can rename, recolor, reorder, and add statuses inside any category. The categories themselves are fixed because the rest of the platform (SLA, reporting, workflows) keys off them.
Next
- Rank urgency with priorities.
- Automate transitions and notifications with workflows.