Understanding Support Ticket Statuses and Priorities

In managing customer support efficiently, understanding the statuses and priorities of support tickets is crucial. This guide will explain the various ticket statuses and priority levels and show how admins or staff can change the priority of a ticket from the back office.

What are ticket statuses and priorities?

Support tickets can have different statuses and priority levels, each indicating the urgency and importance of the issue.

Ticket statuses:

• Open: The ticket has been created and is awaiting action.
• Closed: The issue has been addressed, and the ticket is considered resolved.
• Canceled: The ticket has been withdrawn or deemed invalid and requires no further action.

Ticket priorities:

• Low: The issue is minor and does not require immediate attention.
• Medium: The issue needs attention but is not critical.
• High: The issue is important and should be addressed soon.
• Urgent: The issue is critical and needs immediate attention.

How admins/staff can change the priority of a support ticket

Follow these steps to change the priority of a support ticket as an admin or staff member:

Step 1: Use your admin or staff account to log in to the back office of your PrestaShop store.

Step 2:

• Go to the configuration page of the "Live Chat, Contact Form & Ticket System" module.
• Select the "Tickets" menu.

Step 3:

• From the list of support tickets, find the ticket whose priority you need to change.
• Click on "View" to open the ticket details.

Step 4:

• Click the dropdown menu next to the ticket status button.
• Select "Change priority".

Step 5:

• A popup titled "Change priority" will appear.
• Choose the appropriate priority level for the ticket (Low, Medium, High, Urgent).
• Click the "Change" button to save the new priority.

Understanding and managing the statuses and priorities of support tickets helps ensure that customer issues are handled efficiently and appropriately. By following these steps, admins and staff can easily adjust the priority of tickets to match the urgency of the issues, providing better support and improving customer satisfaction.