Ticket Statuses
Every ticket in Zupport has a status that indicates where it is in the support lifecycle:
Default Statuses
- Open — Active tickets that need attention
- Pending — Waiting for customer reply or external action
- Closed — Resolved tickets that are no longer active
Custom Statuses
You can create custom ticket statuses in Settings → Ticket Statuses to match your workflow. For example: "Waiting for Refund", "Escalated", or "In Review".
Closing a Ticket
To close a ticket:
- Open the ticket from the inbox
- Click the Close button (or use the keyboard shortcut)
- The ticket moves to the Closed view
Closed tickets can be reopened at any time — either manually or automatically when the customer sends a new message.
Auto-Close Rules
Set up auto-close rules to automatically close inactive tickets after a specified period. This helps keep your inbox clean and your metrics accurate.
- Configure the inactivity period (e.g., close after 7 days with no reply)
- Set different rules for different channels or labels
- Send an optional notification before auto-closing
💡 Tip: Use the auto-close feature to manage your ticket backlog. Tickets that have been inactive for a long time can be automatically cleaned up, keeping your inbox focused on active conversations.