The ticket lifecycle

Topic 07 · Service Desk Fundamentals

The ticket lifecycle

Every ticket moves through a predictable life from creation to closure. Keeping a ticket's status honest is what makes the whole queue trustworthy.

In this topic

1. 01The end-to-end flow1 min
2. 02What the common statuses mean2 min
3. 03The reopen window1 min
4. 04Never leave a ticket in 'new'1 min
5. 05Handover-ready status1 min

What you'll learn

• Move a ticket through the flow: logged → in progress → (waiting) → resolved → closed.
• Set the right status at the right time, and never leave a touched ticket in 'new'.
• Keep status and the last comment current so anyone can pick the ticket up.

Coming soon