Pick a portal theme and agree how statuses move through the desk.
Portal themes change colours and density without rewriting templates.
Workflow basics
- New tickets start as Open.
- Agents move work to Pending or Waiting when they need the customer.
- Resolved means a fix was offered; Closed means no further action is expected.
Statuses screen
You can rename labels and mark which statuses pause SLA. Keep the set small so agents and customers share the same language.