Clarity at a Glance: New Status and Priority Icons
Coming soon, Mojo Helpdesk will introduce updated ticket status and priority icons designed for quick recognition and easier scanning. This will make it way easier to spot which tickets need attention.
An Intuitive Status Icon System
The ticket status uses a distinct icon that reflects the current state of the work:
- New → Open green circle: An open circle represents a new ticket that has just come in and is ready to be picked up. The green color reinforces that the ticket is active and awaiting action.
- In Progress → Half circle: The partially filled circle signals that work is underway. The ticket is moving forward but not yet complete.
- On Hold → Stop icon: A universally recognized symbol to stop. The ticket is temporarily blocked or waiting on an external dependency.
- Information Requested → Question mark: Clearly indicates that additional information is needed to complete the request.
- Solved → Check mark: Confirms that a solution has been provided.
- Closed → Lock icon: The ticket is closed. No work needs to be done anymore and no further messages can be added.
These icons align with how agents naturally think about ticket flow, making it easier to understand status at a glance.
Priority Icons That Reflect Urgency
Priority indicators have also been updated to make urgency immediately visible in ticket lists.
Priority is now represented using a signal strength icon, a familiar pattern that communicates intensity at a glance.
Why This Update Matters
When agents handle large volumes of tickets, clarity and efficiency matter. The updated status and priority icons help by:
- Making ticket lists faster to scan
- Reducing the need to read text or memorize what single-letter indicators represent
- Immediately highlighting top priority requests
The result is cleaner, easier to decode ticket views, especially valuable when agents are managing high volumes of tickets.
