Routing, SLAs and automation · Autessa Support Desk
Ticket fields, statuses and auto-close
Autessa Support Desk lets you define the statuses, priorities and categories every ticket uses. Each value has a label, a hint, a color and an order, statuses carry a separate label for what customers see in the Help Center, and auto-close closes tickets that have gone quiet.
The problem it solves
Your workflow is not someone else’s defaults
One team calls it Pending, another calls it Waiting on you; one team triages by Billing and Bug, another by product area. Configurable fields fit the desk to how you work, and customer-facing labels keep the portal friendly.
What you get
- Statuses: where a ticket sits in its lifecycle, shown on every row, the board columns and the status picker. Defaults are Open, Pending, Resolved and Closed.
- Each status has a “Customer sees” label for the Help Center.
- Priorities drive the priority chip, the SLA target that applies and the default sort on busy queues. Defaults are Low, Normal, High and Urgent.
- Categories say what the ticket is about; triage uses them to pick a group and reports break volume down by them. Defaults are Billing, Technical, General, Onboarding, Feature request and Bug.
- Every value has a label, a “when should this be used” hint, a color that tints its chip everywhere, and drag-to-reorder.
- Deleting a value checks whether any tickets use it first, so nothing is orphaned.
- Auto-close after N days without a customer reply (0 disables). The ticket closes with a public note telling the customer that replying reopens it.
How it works
How does ticket fields, statuses and auto-close work in Autessa Support Desk?
Open Ticket fields & SLAs
Settings, Ticket fields & SLAs.
Edit values
Add, rename, recolor, describe and reorder statuses, priorities and categories. Set what customers see for each status.
Set auto-close
Choose how many quiet days before a ticket waiting on the customer closes, or 0 to keep them open.
Every option
Field settings
| Option | What it does |
|---|---|
| Label | What reps and customers see. |
| Hint | Shown next to the value: when should this be used. |
| Customer sees (statuses) | A simpler label for the Help Center. |
| Color | Tints the chip everywhere the value appears. |
| Stored value | The key stored on each ticket. |
| Order | Drag to reorder; the board follows status order. |
| Auto-close after | Days without a customer reply before closing; 0 disables. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Support team (Agent, Senior agent, Team lead, Admin) | Edit statuses, priorities, categories and auto-close in Settings. |
| Customer (signed in to your Help Center) | Sees the “Customer sees” status label on their requests. |
Connected
How it connects to the rest of Support Desk
FAQ
Questions about ticket fields, statuses and auto-close
Straight answers. If something is not covered here, book a demo and ask us directly.
Can I customize ticket statuses?
Yes. Edit labels, hints, colors and order, and set a separate label customers see in the Help Center for each status.
Can tickets close automatically?
Yes. Auto-close closes tickets waiting on the customer after N quiet days, with a public note that replying reopens it. Set 0 to disable. Before then, you can ask an Autessa agent to call or email the customer for what you need.
Can I add my own categories?
Yes. Add categories with a label, hint and color. Triage and reports use them right away.
100% customizable, code and all
Make Autessa Support Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours