This is where you will learn how to change the status of an existing ticket


Changing the priority of a ticket


  • Step 1: Navigate the Properties-bar
  • Step 2: Select the relevant Priority
  • Step 3: Update


Step 1: Navigate the Properties-bar

  • On the right of the page is the Properties-bar
  • Scroll down till you find the Priority field


Step 2: Select the relevant status

  • Click on the Priority field and select the relevant urgency for the query


Step 3: Update

  • Scroll down to the bottom of the Properties-bar
  • Click on the Update button


Foot Note:
The Priority should reflect the urgency and type of the ticket


Low Urgency Queries (respond within 3hrs – resolved by COB)

  1. Billing / Accounts
  2. IT / Portal Support
  3. Lead time Request
  4. CV Submissions
  5. Sales Leads


Medium Urgency Queries (respond within 2hrs – resolve within 3hrs)

  1. Bookings
  2. POD Requests
  3. Red Tag / Returns
  4. Sanitisation Requests
  5. Telephone Messages


Urgent/High Urgency Queries (respond within 30min-1hr – resolve within 2hrs)

  1. Deliveries
  2. Claims / Damages