Possible queries:
Why is overdue tag showing?

Can I make custom labels?
When does the Undelivered label show up?


Resolution path:


  • The labels, also called Flags such as New, Customer Responded, Overdue, and Next Response overdue are all default labels added to the tickets. They appear in the ticket list view and inside the ticket details page when certain activities occur. 


New: This flag shows on a ticket when an agent's response to the customer is pending. It remains until the first response/resolution isn't overdue.


Customer Responded: This flag displays when a customer responds to a ticket.


Overdue: This occurs when the ticket surpasses its resolution time without being resolved.


Response due: This flag appears when the agent's first response isn't sent within a specific time based on the SLA.


Undelivered: This is added when any of the reply emails or notification emails are delivered to any of the recipients


  • Ticket filtering using these flags isn't an option as of now. These flags are default and hardcoded, unalterable or removable.

  • For SLA-related labels - Overdue, Response due,  the labels get removed when the ticket is assigned to a status where the SLA is switched off as there is no SLA timer running to determine if the due time for any SLA is crossed. So the labels are removed.

  • For more details on the Undelivered label, please refer - https://support.freshdesk.com/en/support/solutions/articles/226163-email-delivery-failure-notification