There are different designations for the stages that make up the life cycle of a ticket depending on the type of support system. The general logic follows that of a problem being solved by an organization: first the organization learns about the problem, then tries to appoint the personnel that is most qualified to approach it, after which the latter works on a solution. If the problem is not solved, it is being revisited/reopened.
Different businesses might have different needs, which might reflect in some life cycle variations or different relative importance of these stages. Thus, depending on the type of problems and the competences of the specialists, the ticket assignment can be done either randomly or after an elaborate evaluation/categorization of the task.
The Stages of a Ticket’s Life Cycle
The stages/statuses that are typically encountered across different support systems are as follows or are equivalent to the following ones:
- the identification/creation stage. Creation can happen by multiple means: through an email request, a phone call, web form, in-app actions, client portal, etc. Normally, as the agent answers the ticket, it’s status changes to answered (this might or might not be the stage at which a ticket is assigned)
- triage – this is the stage when the severity of the issue is assessed, which allows to give it a certain priority level. Also, the issue/ticket needs to be categorized to allow identification and appointment of a corresponding specialist. Potential authorization issues might also be evaluated.
- dispatching – next, the issue would be assigned to a specialist or group. This can be done also by taking into account operator/technician availability and work overload.
- resolution – by this stage, the issue is assigned (although it could be always reassigned). The processing/resolution stage is when the main work is being performed to solve the issue: the problem could be validated or reproduced, further information might be requested and acted upon, and the issue might be escalated. The resolved/solved status is typically given when a working solution is proposed. Note that the ticket can be reopened when the solution turns out to be unsatisfactory or if the client requests additional action. The closed status is usually given when the requester or a quality assessment technician validates the solution offered and the ticket can be closed/archived.
A ticket can also have the following statuses depending on the support software/service: pending, postponed, planned, deleted, marked as spam, etc. As stated, names of the stages can vary as well as other details but the general logic and sequence are the one presented here.