Within the ticket pane, you can manage all key properties of a ticket. These include:

• Group – The team or department responsible for the ticket
• Owner – The assigned agent handling the ticket
• State – Current status (e.g. Open, Pending, Closed)
• Priority – Importance level (e.g. Low, Normal, High)
• Tags – Keywords to categorize and filter tickets

You can collapse the ticket pane by clicking the → icon in the corner, and bring it back with the 💬 tab.

💡 Note: Available options may vary based on your role and system permissions.

Renaming a Ticket #

To rename a ticket, simply click on the title at the top of the ticket view and begin typing. The new title will appear in the subject line of all related messages.

Highlighting Ticket Text #

Agents can mark important text using the highlighter tool in the upper-right corner of the ticket.
To highlight:

1. Select the text
2. Click the highlighter icon
   Click again to remove the highlight.

✅ Highlights are visible to all agents who view the ticket.

Further Ticket Actions #

Access additional actions via the Ticket ▾ submenu at the top of the ticket:

• History – View a full timeline of changes made to the ticket by any user
• Merge – Combine this ticket with another (see Merging Tickets)
• Change Customer – Reassign the ticket to a different customer profile

Group #

Groups in ResolvePro define access control and visibility within the ticketing system. They determine which tickets an agent can view and work on, based on team assignment.

🔍 What does this mean? #

Imagine your company uses ResolvePro for both Sales and Support. Without groups, all agents from both departments would see every incoming ticket — regardless of relevance. This can lead to:

• Unnecessary noise in the ticket overviews
• Risk of sensitive information being visible to unrelated teams
• Inefficiency in ticket ownership and processing

With groups properly assigned, each agent only sees tickets that belong to their respective team or department. For example, Sales agents won’t see Support or HR tickets unless explicitly allowed.

Managing Group Membership #

Agents cannot change their group assignments themselves — this is handled by an Administrator.

However, you can view your assigned groups by navigating to:

Profile > Notifications

Each group you’re part of will be listed there.

When Can You Reassign Groups? #

If you belong to multiple groups, you may reassign a ticket to another group you have access to. However, this is generally only needed if:

• You’ve been instructed to do so by an Admin
• You handle multi-department tickets (e.g. Sales → Support escalation)

For most agents, reassigning groups will not be a common task.

Owner #

The owner of a ticket is the agent currently responsible for handling it.

Who Assigns Tickets? #

That depends on your organization’s workflow. In most cases, you’ll assign tickets to yourself when picking an issue from the unassigned pool.

Agents can also assign tickets to other agents, as long as both have the necessary access to the ticket’s group.

Why Reassign a Ticket? #

Some issues require collaboration between multiple agents before they can be resolved. In such cases, a colleague may assign a ticket to you (or vice versa) after partial progress has been made.

State #

The state of a ticket represents its current position in the support process. Each state gives agents and supervisors insight into what action (if any) is required.

Available Ticket States: #

• New – The ticket has been received but no response has been sent yet
• Open – The ticket has been responded to but is not yet resolved
• Closed – The issue is resolved and no further action is expected
• Merged – This ticket was merged into another; check the linked tickets or history for context
• Pending Close – Scheduled to close automatically at a later time
• Pending Reminder – Temporarily hidden; will reappear at a set time (e.g. waiting on third-party feedback)

State Colors and Urgency Indicators #

Ticket states are color-coded to help agents assess status at a glance:

• 🟢 Action needed – New, Open, or Pending Reached
• 🟡 Paused – Pending (e.g. reminder or close scheduled)
• ⚪ No action needed – Closed or Merged
• 🔴 Immediate action required – Escalated (due to SLA breach)

What’s the Difference Between “New” and “Open”? #

This distinction is especially important for systems with active SLA (Service Level Agreement) tracking:

• A New ticket hasn’t yet received a first reply. SLA timers for initial response apply here.
• An Open ticket has received a response, but resolution is still pending. Resolution time SLAs apply here.

⏱️ Tickets in a Pending state do not count toward SLA timing.

For example, if you’re waiting on a supplier’s response, mark the ticket as Pending Reminder. It’ll pause the SLA timer and reappear automatically when it’s time to follow up.

Priority #

The priority of a ticket represents how urgent or important it is. ResolvePro supports three default levels:

• 1 – Low
• 2 – Normal (default)
• 3 – High

These values help agents and teams quickly assess which tickets may need faster attention.

What Does Priority Actually Do? #

By itself, setting a priority doesn’t trigger any system behavior. However, your ResolvePro administrator can configure automations that respond to priority levels, such as:

• Service Level Agreements (SLAs)
• Triggers (automated actions when certain conditions are met)
• Scheduled escalations or reminders

Priority can also be used to filter tickets in custom overviews or dashboards.

💡 If you’re unsure how priority should be used in your team, check with your administrator for internal guidelines.

Tags #

Tags are flexible, user-defined labels that can be attached to tickets to help categorize and organize them. They make it easier to search, filter, and report on specific types of issues.

You can apply one or more tags to any ticket directly from the ticket pane.

🏷️ Example: Add tags like refund, outage, or vip-client to mark common topics or priorities.

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How to Use Tags #

• Click on a tag to view all tickets sharing that tag
• Use tags as filters in overviews or reports
• Quickly find tagged tickets using the search bar, e.g.:
  tags: order

💡 Tags are searchable and can be used in automation rules or reporting tools.