Ticket statuses in Front

Front’s collaborative, modern ticketing solution enables you to track, organize, and resolve complex customer requests at scale. Use ticketing features with the power of real-time collaboration to help your support team effortlessly provide five-star service.

🎥 Check out this video walkthrough for a quick overview:

If you'd like to enable ticket IDs for your conversations, see this article.

Check out our Front Academy course here to learn more about creating your ticketing system with Front.

After enabling ticket statuses for your shared inboxes, the three new default ticket statuses will be Open, Waiting, and Resolved when working through your queue.

• New conversations will come into your inbox as Open.

• Previously Archived conversations will be displayed as Resolved.

• Previously Snoozed conversations will be displayed as Waiting.

Use the inbox tabs to filter your conversations by ticket status. If you’ve set your personal preference to show Unassigned and Assigned tabs, these tabs are considered Open.

Use Front features like @mentions to collaborate with teammates, set up rules to automate ticket assignments, create linked conversations to break out subtasks, and more to streamline your ticketing processes.

Ticket statuses are useful for teams who want to organize customer requests based on specific processes or action items.

🔵 Open status

Set your ticket status to Open when:

• The conversation has not been worked on and needs action from your team

• Your team is actively working on a conversation and the customer needs a response

🟡 Waiting status 

Set your ticket status to Waiting when:

• Your team is waiting on more information from your customer, and you intend to follow up if your customer doesn’t respond

• You’re waiting for information from a team member before you can send a response to a customer

🟢 Resolved status

Set your ticket status to Resolved when:

• The request is completed, and no further action is needed from your team

• Your team is waiting on more information from your customer, but no action is needed from your team unless the customer responds

Snooze conversations

If you need to proactively follow up with a customer or internal team if they don’t respond by a specific date, you should still snooze the conversation.

Best practices

We will soon be launching a new Resolution report in Analytics where you'll be able to measure how long conversations are stuck in Waiting and get a sense of which conversations are truly Resolved. For the best ticketing experience, define how your team should use each status to drive your processes and reporting metrics.

Prerequisites

You must be a workspace admin for the inbox you want to manage.

Step 1

Click the gear icon on the top right of Front and into the Company settings tab.

Step 2

Click Inboxes in the left menu, then select the inbox you want to manage.

Step 3

Click the Ticketing tab, then navigate to the Enable ticket statuses setting. Toggle the setting on to enable it.

Step 4

Click Save. When you navigate to conversations in your inbox, you’ll now see new ticket status actions.

Once ticket statuses are enabled, your inbox tabs, inbox actions, and send actions will reflect the new statuses Open, Waiting, and Resolved.

When you’re ready to send a reply, click Send as Open or use the arrow icon to select from other conversation statuses and actions.

Quickly change a ticket’s status using the quick actions in the conversation list, or by using the dropdown in the status bar.

You can also select multiple conversations and change their statuses using a mass action.

In your shared inbox section, you’ll see the tabs Unassigned/Assign OR Open (based on your preferences), Waiting, and Resolved.

In your Assigned to me section, you’ll see the tabs Open, Archived, and Snoozed.

• The Archived tab will show conversations with the Waiting or Resolved status.

• The Snoozed tabs will show conversations with the Waiting or Resolved status AND have a snooze timer.

In the Analytics Live dashboard, you'll see the Include waiting conversations filter if one of your selected inboxes has ticket statuses enabled. Use the filter to view your ticket status metrics in real time.

You’ll see these additional fields:

• Key metrics cards: Waiting card

• Workload by inbox table: Waiting column

• Oldest conversations table: Status column

Ticket statuses are also visible in the following reports:

• Workload report

• Team performance report

• Overview report

Ticket statuses work with all channel types.

Not yet, but this is coming soon.

Not today. We are open to gathering feedback on what works best for your team’s workflow.

If you are the assignee of the conversation and you are viewing the conversation from your “Assigned to me” view, you will see the ticket status at the top of the inbox status toolbar.   

When the customer replies to a conversation, the conversation will automatically reopen into the Open (or Unassigned or Assigned) tab.

Conversations automatically reopen based on your company’s bump settings, regardless of ticket status.

When you snooze a conversation, it will automatically be moved to:

• The Snoozed tab in your personal inbox sections (Assigned to me, Shared with me, etc.)

• The Waiting tab in your shared inbox sections

When the snooze timer expires, the conversation will automatically reopen into the Open (or Unassigned or Assigned) tab.

Soon, we will be launching a new Resolution report where your team will be able to see new metrics based on ticket statuses. In the meantime, analytics will behave the same way. Snoozed conversations will map to Waiting, and Archived conversations will map to Resolved. 

If you have set up conversation stages for your inboxes, Waiting conversations will be counted as Unresolved.

Rules are not impacted by enabling ticket statuses. Your rules will work as expected when you enable ticket statuses for an inbox that has rules set up. 

• Open conversations map to Open ticket status

• Snoozed conversations map to Waiting ticket status

• Archived conversations map to Resolved ticket status

If you disable ticket statuses:

• Open ticket status maps to Open 

• Waiting or Resolved conversations that are not snoozed map to Archived 

• Waiting conversations that are snoozed map to Snooze

To learn more about creating rules or macros with ticket statuses, see this article.

Yes.

SLA behavior remains the same as today. SLA timers do not reset when conversations reopen after being in Waiting or Resolved.

Not yet, but you will be able to customize ticket statuses across inboxes soon. We would also like to hear feedback on what is needed here for your team’s workflows.

This feature is available on the latest Starter plan or above.