How does the Ticket Lifecycle works

Stage 1: New Queue

• Trigger: A customer reaches out via chat, email, or phone call.
• Action: The system automatically generates a ticket and routes it directly to the New Queue.

Stage 2: Waiting On Contact

• Trigger: You review the newly assigned ticket.
• Action: Claim the ticket by setting yourself as the Owner, then send an initial outreach or response email to the customer.
• Result: As soon as you complete those two steps, the ticket automatically moves to the Waiting On Contact queue.

Stage 3: Waiting On Us

• Trigger: The customer replies to your email.
• Action: The ticket automatically moves into the Waiting On Us queue.
• Note: This cycle will repeat automatically. As you send and receive emails, the ticket will periodically bounce between "Waiting On Contact" and "Waiting On Us."

Stage 4: On-Hold (Optional)

• Trigger: The ticket requires a pause in communication. This usually happens if you are waiting for a scheduled technician visit or if you know there won't be any activity on the ticket for a certain number of days.
• Action: You manually move the ticket into the On-Hold queue.

Stage 5: Closed

• Trigger: The customer's issue has been fully resolved.
• Action: You manually move the ticket into the Closed queue.

Important Note: Managing Duplicate Tickets If a ticket is already open for an existing issue and the customer calls in or submits another ticket for the exact same problem, you must merge the new ticket into the existing ticket. This ensures all communication and history remain in a single thread.