Back to Documentation

Ticket Management

Complete guide to managing tickets from creation to resolution

Ticket Lifecycle
Understanding the complete journey of a support ticket

Creation

Tickets are created by customers, agents, or automatically via email

Processing

Tickets are assigned, tracked, and worked on by support agents

Resolution

Tickets are resolved and closed when issues are fixed

Key Features
  • Status tracking (New, In Progress, Waiting, Resolved, Closed)
  • Priority levels (Low, Medium, High, Critical)
  • Assignment to users or team pools
  • Time tracking and scheduling
  • File attachments and communication threads
  • Advanced search and filtering
Ticket Statuses
NewNewly created, awaiting assignment
In ProgressCurrently being worked on
WaitingAwaiting customer response
ResolvedIssue fixed, awaiting confirmation
ClosedCompleted and archived

Related Documentation

Ticket Templates

Create standardized forms for different ticket types

Time Tracking

Track time spent on tickets and activities

Search & Filters

Find tickets quickly with advanced search