The ticket status workflow delineates the progression of tickets through various stages, providing clarity and structure to the support process. Below are the defined statuses along with their corresponding descriptions:
Active
- Description: Initial status assigned to newly created tickets.
- Purpose: Indicates that the ticket is actively being addressed by the support team, awaiting resolution.
Released
- Description: Status denoting the successful resolution of the ticket.
- Purpose: Represents the completion and release of the ticket, signifying that the reported issue or request has been effectively addressed.
Released Number Assignment: Upon selecting the “Released” status for a ticket, support personnel are prompted to input a “Released Number.” This number serves as a unique identifier associated with the release, facilitating tracking and reference for future inquiries or follow-ups.
Closed
- Description: Final status marking the conclusion of the ticket lifecycle
- Purpose: Indicates the closure of the ticket, affirming that all necessary actions have been taken, and the matter is considered resolved
