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Statuses

  • New: The ticket has opened and is waiting to be handled.
  • AI handling: Marno is working on the conversation.
  • Needs team: A person needs to reply or take action.
  • Resolved: The issue is complete but can still be reopened.
  • Closed: The conversation is archived and read-only until reopened.
New, AI handling, and Needs team are open statuses. A ticket appears in Needs reply when it is open and the customer sent the latest message.

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Priorities

Tickets can be Low, Normal, or High priority. Admins can change priority in the inbox, and a ticket flow can set the starting priority. Use priority filters and notifications to make urgent work visible. Closing a ticket archives its Discord conversation. Reopen a resolved or closed ticket before continuing the conversation.