Use ticket statuses, priorities and services

Pixie CRM guidance. Follow the route for your workspace, check your role and enabled modules, and verify the result before moving on.

Follow this guide to configure the controlled values used to route and report support work.

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Video walkthroughs for this guide

Follow real application screens at your own pace, with English captions and a matching written guide.

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1:23 · English captions

Create and verify a ticket service

Create a Pixie CRM ticket service with live clicks. Enter its label, save the new option and reopen the Edit form to verify that the name is retained.

Chapters & transcript →Watch on YouTube ↗

Explore 1 more tutorial for this workflow +

Play tutorial

1:22 · English captions

Create and verify a ticket priority

Create a Pixie CRM ticket priority with live clicks. Enter its label, save the new option and reopen the Edit form to verify that the name is retained.

Chapters & transcript →Watch on YouTube ↗

Recorded in a demonstration workspace; available options depend on your plan and permissions.
Visit the Pixie CRM YouTube channel ↗

What this guide helps you do

Configure the controlled values used to route and report support work. Pixie CRM keeps the result connected to the relevant customer, staff member and operational history where the feature supports those relationships. That connection is important for search, reporting, client portal visibility and future automation.

Follow these steps

1. Go to Setup → Support using an administrator or appropriately permitted account.
2. Check the current value and understand which users, records or automated processes it affects.
3. Enter or select the new configuration values. Keep labels concise and use the approved business terminology.
4. Where credentials, email, webhooks or cron are involved, begin with a test or sandbox configuration.
5. Save the change and confirm that Pixie CRM reports success.
6. Test the affected workflow with a non-critical record and with a restricted user where permissions are relevant.
7. Document the operational change and use the available reset or rollback option if the result is not correct.

Settings to check

Checks before you finish

• Avoid exposing private notes to the customer.
• Use the correct department and status.
• Check attachments before sending.
• Check whether the result should be visible to a customer contact or only to staff.
• Confirm the final status, activity entry, generated document or notification before leaving the record.

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