Case priorities, statuses, and metrics
What each priority and status means, and how the Support Cases summary cards are calculated.
Last updated September 20, 2026
Priorities
| Priority | Use it for |
|---|---|
| Low | Minor issues and questions with no business impact. |
| Medium | Normal issues. This is the default for new cases. |
| High | Issues that significantly affect the customer. |
| Critical | Urgent issues such as outages or blocked customers. |
Statuses
| Status | Meaning |
|---|---|
| New | The case was just logged. This is the default for new cases. |
| In Progress | Someone is working on it. |
| Pending | Waiting on the customer or a third party. |
| Resolved | A fix or answer was provided. |
| Closed | The case is finished and needs no further action. |
Statuses are not enforced in order — you can move a case to any status from the Edit form.
Summary cards
| Card | How it is calculated |
|---|---|
| Total Cases | All support cases. |
| Open Cases | Cases whose status is New, In Progress, or Pending. |
| Critical Cases | Cases with Critical priority. |
| Resolution Rate | Resolved and Closed cases divided by all cases. |
How cases affect deals
Open cases (New or In Progress) with High or Critical priority count as a risk for that account's open opportunities. See Find at-risk opportunities.