Life Cycle of the Ticket

IT Ticketing/help desk solution is responsible for managing the life cycle of tickets, from creation to closure.

The ticketing process has many states, and each is vitally important to the success of the process and the quality of service delivered.

Ticket States:

State Description
Open Ticket is logged but not yet investigated
 

In Progress

 

Ticket is assigned to the agent and is being investigated

 

On Hold

 

The responsibility for the ticket shifts temporarily to another entity to provide further information, evidence, or a resolution.

 

Awaiting user’s response

 

If any additional information is required from user, this state can be selected.

 

Closed

 

Ticket is marked Closed after it is in the Resolved state for a specific duration and it is confirmed that the ticket is satisfactorily resolved

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