{"id":29821,"date":"2025-04-22T11:48:17","date_gmt":"2025-04-22T11:48:17","guid":{"rendered":"https:\/\/help.desk365.io\/en\/?post_type=docs&p=29821"},"modified":"2026-03-16T11:43:57","modified_gmt":"2026-03-16T11:43:57","slug":"ticket-update-icons","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/ticket-update-icons\/","title":{"rendered":"Understanding ticket update icons in Desk365"},"content":{"rendered":"\t\t
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\n Available with:<\/span>\n \n \n \n <\/circle>\n <\/path>\n <\/svg>\n Standard<\/span>\n <\/span>\n \n |<\/span>\n \n \n \n <\/circle>\n <\/path>\n <\/svg>\n Plus<\/span>\n <\/span>\n \n |<\/span>\n \n \n \n <\/circle>\n <\/path>\n <\/svg>\n Premium<\/span>\n <\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Efficient customer support relies heavily on staying up to date with ticket activity. To assist support agents and teams in managing their workload more effectively, <\/span>Desk365 utilizes a set of intuitive visual ticket update icons. These icons provide a clear and immediate understanding of the status of each ticket, <\/span>indicating where attention is required and what actions have already been taken.<\/span>\u00a0<\/span><\/p>

Below is a detailed explanation of each icon you\u2019ll see in Desk365, and what it indicates:<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Purple ticket icon<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"new-ticket-icon\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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The purple tick icon marks a new, unread ticket that hasn\u2019t yet received a response. These are fresh requests from customers, waiting to be picked up and handled.<\/span>\u00a0<\/span><\/p>

  • When to expect it:<\/span><\/b> When a new ticket is created and no one has responded yet.<\/span>\u00a0<\/span><\/li>
  • What it means:<\/span><\/b> Action is required, respond to initiate the conversation.<\/span>\u00a0<\/span><\/li>
  • Use case:<\/span><\/b> Prioritize these tickets to maintain prompt response times.<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    Green flag<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"agent-responded-ticket-icon\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    This icon shows up when the you\/support agent has responded to the ticket. It’s a quick visual cue that you\u2019ve taken action, and no follow-up is needed from your end unless the customer replies again.<\/span>\u00a0<\/span><\/p>

    • When it appears: <\/span><\/b>After you\u00a0send a reply.<\/span>\u00a0<\/span><\/li>
    • Meaning<\/span><\/b>: No further action is required from you unless the customer sends another message.<\/span>\u00a0<\/span><\/li>
    • Best use case: <\/span><\/b>Great for tracking which tickets you’ve already handled.<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      Orange flag<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"customer-responded-ticket-icon\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      The orange flag icon indicates that <\/span>the customer has responded following the last reply from the support team. This indicates that the ticket now requires further attention and a follow-up message.<\/span>\u00a0<\/span><\/p>

      • When it appears:<\/span><\/b> After the customer sends a new message in response to a previous reply from the support team.<\/span>\u00a0<\/span><\/li>
      • Meaning:<\/span><\/b> Follow-up is necessary to continue the support conversation.<\/span>\u00a0<\/span><\/li>
      • Best use case:<\/span><\/b> Helps in keeping ongoing conversations active and responsive until resolution.<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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        Summary<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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        Here\u2019s<\/span> a quick-reference table for the <\/span>icons<\/span>:<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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        Icon<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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        Meaning<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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        Action needed<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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        Purple ticket icon<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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        New ticket, not yet responded to <\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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        Yes \u2013 respond <\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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        Green flag<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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        An agent has replied to the ticket <\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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        Monitor if needed <\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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        Orange flag<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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        Customer has replied, follow-up required <\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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        Yes \u2013 follow up <\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t
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        By understanding and <\/span>utilizing<\/span> these <\/span>visual<\/span> icons <\/span>effectively, support teams can stay organized, reduce response times, and <\/span>maintain<\/span> a high standard of customer service. These indicators serve as a quick guide to assess ticket status and help ensure that no customer request goes unnoticed.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":16,"featured_media":0,"parent":17830,"menu_order":2,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-29821","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/29821","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/16"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=29821"}],"version-history":[{"count":40,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/29821\/revisions"}],"predecessor-version":[{"id":35840,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/29821\/revisions\/35840"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/17830"}],"next":[{"title":"Create custom views for tickets","link":"https:\/\/help.desk365.io\/en\/articles\/create-custom-ticket-views\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18183"}],"prev":[{"title":"Filter your tickets with Desk365","link":"https:\/\/help.desk365.io\/en\/articles\/filter-your-tickets-in-the-agent-portal\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18196"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=29821"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=29821"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}