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What is a Ticket Status? What does it do?
What is a Ticket Status? What does it do?

New Ticket, System, To Do, Awaiting Reply, Resolved, Snoozed, Archived - What do they mean and how do I set them?

Lisa Adams avatar
Written by Lisa Adams
Updated over a week ago

How to set a Ticket Status:

Setting a status can save you a lot of time sorting through support tickets. You and your team can know instantly the overall 'status' of a conversation. Statuses allow you to quickly organize your inbox in just a couple of clicks.

Option 1: Set an Individual Ticket's Status:

  • When viewing your inbox, you can set status with a drop-down menu in the "Status" column of each ticket:

  • Or, you can set the status of a ticket within the conversation (message viewer)

Option 2: Apply a Ticket Status in bulk 

  • From your Inbox, select multiple tickets (with the checkboxes on the left of each ticket), 

  • then choose a status with the Status/menu (near the top of your inbox)

Ticket Statuses, and what they do:

You can quickly assign each ticket to a certain status to keep your workflow organized. Below is a quick, comprehensive list of each status:

  • New Ticket - New messages are automatically assigned to New Ticket (unless a Rule assigns it to another Status). Or, if a buyer replies while a ticket is Resolved, or in another location, the Status will change to New Ticket automatically.

  • System - Is assigned to a ticket if it is a message from eBay or Amazon.

  • To Do - Remind yourself or teammates of which messages need attention.

  • Awaiting Reply - Use if you are expecting the buyer to reply back to you (so you know to check in if no reply). If they reply, the Status will become New Ticket.

  • Snoozed - Hide a ticket until a particular date; when the ticket "un-snoozes," the Status will update to New Ticket.

  • Resolved - Keep your inbox free of closed tickets and send ended conversations here.

  • Archived - Ticket/conversation in a save-bank. You can keep important messages here for later use.

View tickets by Status:

  • You can easily view each status via the filter/folders in the left menu:

  • You can also use a ticket status when creating Custom Filters:


If you have any questions, feel free to reach out to us anytime at [email protected]

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