You have a few options to get the sort you are looking for, including:
- move the Status pill to be the first pill on the shelf
- duplicate the Status field, and place this copy as the first pill, apply your sort, and then hide the header for this pill
- create a calculated field that converts the the text value of the Status to a number, like a CASE/WHEN statement, and then sort your first pill, TicketID by the average of this calc field.
there are a few other options as well that may be more appropriate depending on your situation.
Thanks for the suggestions, I will give it a shot. I got pulled into some other issues and haven't had a chance to re-vist this yet.
I'll post more when I pick it up again...being the only one really using Tableau in my organization is a blessing and a curse.