Ticket Lifecycle

Use Open when the ticket requires action from an agent or administrator.

New tickets are created with an Open status by default. A ticket will also return to Open if the requester responds after the ticket has previously been updated or resolved.

Examples

• New request received.
• Further investigation is required.
• Customer has responded with additional information.

Use Pending when work is currently on hold while additional information, actions or investigation is undertaken by the assigned agent.

This status is typically used when the ticket remains actively owned by the team but cannot progress immediately.

Examples

• Investigating an issue.
• Reviewing information before responding.
• Awaiting internal action before contacting the requester.

Use Waiting for Customer when a response or additional information is required from the requester before the ticket can progress.

Examples

• Further details have been requested.
• Screenshots or supporting information are required.
• Confirmation from the requester is needed.

Use Waiting for Internal Third Party when assistance or action is required from another internal team, business area or stakeholder.

Examples

• Approval is required from another team.
• A subject matter expert is reviewing the request.
• Action is required by an internal business unit.

Use Waiting for External Third Party when assistance or action is required from an external vendor, supplier or service provider.

Examples

• Awaiting response from a vendor.
• Logging an issue with a third-party supplier.
• Waiting for external technical assistance.

Use Resolved when a solution has been provided and no further action is currently required from the support team.

A resolved ticket may be reopened if the requester responds with additional questions or information.

Examples

• Issue fixed.
• Information provided.
• Request completed.

se Closed when the ticket has reached the end of its lifecycle and no further action is required.

Closed tickets remain available for reporting, auditing and historical reference.

Examples

• Request completed and confirmed.
• Issue resolved with no further response required.
• Ticket automatically closed following the resolution period.