Support Ticket Workflow
Support tickets move through different statuses as they're processed. Understanding this workflow helps you track progress and know what to expect.
Ticket Statuses
Open
Newly created ticket, not yet reviewed by support team.
Triage
Ticket is being reviewed and categorized by support team.
In Progress
Ticket is actively being worked on by support team or developers.
Blocked
Ticket cannot proceed due to external dependency or missing information.
Waiting Feedback
Support team is waiting for information or feedback from you.
Resolved
Issue has been fixed or request has been addressed. Pending your confirmation.
Closed
Ticket is completed and closed. Cannot be reopened without creating a new ticket.
Typical Workflow
- Open: You create the ticket
- Triage: Support reviews and categorizes
- In Progress: Work begins on the ticket
- Waiting Feedback: Support may ask questions or request clarification
- Resolved: Issue is fixed, pending your confirmation
- Closed: You confirm resolution or ticket auto-closes
Special Status: Blocked
A ticket may be marked as "Blocked" if:
- It depends on another ticket being resolved first
- Required information is missing
- External resources are needed
Check the comments on blocked tickets for details on what's needed.
Comments and Updates
Throughout the workflow, you and support can add comments:
- Support may ask questions or request more information
- You can provide additional details or answer questions
- Status changes are typically accompanied by comments
- All comments are visible in the ticket drawer
Assigning Tickets
Tickets can be assigned to specific support personnel:
- Use "My Tasks" filter to see tickets assigned to you
- Assigned tickets show the assignee name in the table
- Unassigned tickets show "Unassigned"