Ticket priorities and ticket life

Priorities tell us how hard an issue is hitting your practice, so the most disruptive problems are seen first.

Priorities

• Urgent: your practice cannot operate; core work is blocked for everyone.
• High: a major function is broken or badly degraded; work continues with difficulty.
• Moderate: something is wrong but there is a reasonable workaround.
• Low: questions, small annoyances, and requests.

The life of a ticket

• Open: being worked. Replies from both sides land here.
• Closed: resolved. If it comes back, reply and it reopens the conversation.
• Archived: filed away. You can archive closed tickets to tidy your list, unarchive them later, or remove archived tickets from your view for good.