Ticket types, priorities & statuses
This page shows you how to set up the three labels every ticket carries — its type, priority, and status. Getting these right is what makes your queue sortable and your service targets meaningful.
Ticket types
Section titled “Ticket types”A ticket type says what kind of request it is — Question, Bug, Incident, Feature request. Types help you route and report (“how many bugs this month?”).
- Add or edit types under Settings.
- You can make a type mandatory so agents always classify a ticket, and set a default type for new tickets.
Priorities
Section titled “Priorities”A priority says how urgent a ticket is — Urgent, High, Medium, Low. Priority is what drives your SLA timers, so a more urgent ticket gets a faster response target.
- Manage priorities under Settings, and set a default priority for new tickets.
Statuses
Section titled “Statuses”A status says where a ticket is in its life — typically Open, Replied, Resolved, Closed. Agents move a ticket along its statuses as they work it, and you filter by status to see what needs attention.
Auto-close
Section titled “Auto-close”To keep your queue tidy, Zinye Desk can automatically close resolved tickets after a set number of days if the customer doesn’t reply — configurable in Settings.