# Ticket settings > Understand general ticket configuration for statuses, tags, priorities, SLA defaults, and lifecycle behavior, then continue to focused setup guides. URL: https://www.agencytitan.com/help/settings/ticket-settings/ Use **Ticket settings** to control the shared ticket lifecycle and intake behavior for your agency. This page covers the general configuration that is not already documented in the focused inbox, routing, and reply-template guides. ## Who this is for Agency team members who manage ticket configuration. Requires **Manage Ticket Settings**. ## Open General ticket settings Open **Settings**, then **Tickets**, then **General** ([/settings/tickets](https://app.agencytitan.com/settings/tickets)). ![General ticket settings with Inboxes, Ticket Statuses, Ticket Tags, Ticket Priorities, and the Tickets settings navigation](/docs/screenshots/settings-tickets-v1/ticket-general.png) The page combines these settings: | Section | What it controls | | --- | --- | | **Inboxes** | Connected message channels and the system **Client Portal** inbox. | | **Ticket Statuses** | Agency-defined statuses organized into lifecycle buckets. | | **Ticket Tags** | Optional ticket-specific tags, which inherit global tags by default. | | **Ticket Priorities** | Optional ticket-specific priorities, which inherit global priorities by default. | | **SLA Defaults** | First-response and resolution targets for each enabled priority. | | **Ticket Lifecycle** | Automatic closure and waiting-on-client timing. | ## Configure ticket statuses, tags, and priorities - Under **Ticket Statuses**, select **Edit Statuses** to change the available status set. - Select **Use Template** to apply an existing status template. - Select **Save as Template** to preserve the current status configuration for reuse. - Under **Ticket Tags** or **Ticket Priorities**, select **Add** to create a ticket-specific option when the inherited global options are not enough. Each ticket status belongs to a lifecycle bucket. The visible defaults include **New**, **Open**, **Waiting on Client**, **Resolved**, and **Closed**, but your agency can use a different configured set. :::note[Statuses and priorities affect the working inbox] Team members use these configured values while finding and updating tickets. See [Find and work tickets](/help/tickets/find-and-work-tickets/) and [Assign and update a ticket](/help/tickets/assign-and-update-a-ticket/). ::: ## Configure SLA defaults and lifecycle timing Scroll down on **General** to **SLA Defaults** and **Ticket Lifecycle**. ![Ticket settings showing SLA first-response and resolution targets by priority, automatic ticket closure, business-days option, and waiting-on-client reminder timing](/docs/screenshots/settings-tickets-v1/ticket-lifecycle.png) - Enable the priorities that should have SLA targets, then set a **First response** and **Resolution** duration for each one. - Turn on **Enable automatic ticket closure** when resolved and waiting tickets should move through the lifecycle automatically. - Turn on **Use business days** when lifecycle timing should use the agency schedule. The page falls back to calendar days when no agency schedule is configured. - Set how long a resolved ticket waits before it closes automatically. - Set when AgencyTitan sends a waiting-on-client reminder and when it automatically resolves the ticket if no reply arrives. - Select **Edit Reminder Email** to review the reminder content. Changes on this part of the page save automatically. ## Continue to focused setup guides These ticket settings already have complete step-by-step guides: - [Set up a ticket inbox](/help/tickets/set-up-a-ticket-inbox/) for connected email or SMS channels, visibility, defaults, and inbound or outbound behavior. - [Create intake routing rules](/help/tickets/create-intake-routing-rules/) for routing brand-new email tickets by sender, subject, client match, and arrival inbox. - [Create reply templates](/help/tickets/create-reply-templates/) for shared responses that team members insert from the ticket composer. The Ticket settings sidebar also exposes other configuration areas when your permissions and agency setup make them available. Use the focused page for the setting you intend to change. ## Expected result - Ticket statuses, tags, and priorities show the agency's intended options. - Enabled SLA defaults show the correct first-response and resolution targets. - Automatic lifecycle controls use the timing and business-day choice you selected. - Existing inbox, routing, and reply-template setup remains available through its focused settings page. ## Troubleshooting | Symptom | Likely cause | What to do | | --- | --- | --- | | **Tickets** is missing from Settings | You lack **Manage Ticket Settings** | Ask an owner to review your ticket settings permission | | A status is missing from a ticket | It is not in the configured status set | Open **Ticket Statuses** and review the current statuses and buckets | | A tag or priority is missing | The option is neither inherited globally nor added for tickets | Review **Ticket Tags**, **Ticket Priorities**, and the corresponding global setting | | SLA timing is not shown for a priority | That priority's SLA switch is off | Enable it and enter first-response and resolution targets | | Business-day timing is unexpected | The agency schedule is not configured | Review the agency schedule or use calendar days | | A new email ticket enters the wrong inbox | General lifecycle settings do not control intake routing | Review [Create intake routing rules](/help/tickets/create-intake-routing-rules/) | ## Related articles - [Settings overview](https://www.agencytitan.com/help/settings/overview/): Find AgencyTitan settings and understand how agency, ticket, process, notification, and personal controls fit together. - [Tickets overview](https://www.agencytitan.com/help/tickets/overview/): How the Tickets inbox, ticket conversations, assignment, statuses, inboxes, routing rules, and reply templates fit together. - [Set up a ticket inbox](https://www.agencytitan.com/help/tickets/set-up-a-ticket-inbox/): Connect an email or SMS channel in ticket settings and configure visibility, defaults, inbound behavior, and outbound behavior. - [Create intake routing rules](https://www.agencytitan.com/help/tickets/create-intake-routing-rules/): Route brand-new email tickets by sender, subject, known-client match, and arrival inbox using ordered ticket intake rules. - [Create reply templates](https://www.agencytitan.com/help/tickets/create-reply-templates/): Create shared ticket reply templates with formatted content and shortcodes, then insert active templates from the ticket composer. - [Assign and update a ticket](https://www.agencytitan.com/help/tickets/assign-and-update-a-ticket/): Change ticket status, priority, assignees, client, department, tags, privacy, and inbox from the ticket view.