A clear ticket flow is the foundation of good support. We recommend starting with the standard stages below before customizing your setup. They are broadly usable and work well in most environments.
As an administrator, you can adjust or rename statuses to match your internal processes. However, we recommend working with the standard options for a period first to evaluate how they fit your setup. This helps maintain consistent reporting, automation, and team workflows.
Ticket Stages
Active
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New
Ticket has been created. No agent has interacted yet. -
Open
An agent has started working on the ticket or it is awaiting internal action.
If internal, it should be reassigned to the correct user. -
Pending (Customer)
Agent has replied and is waiting for customer response. -
On Hold
Waiting on a third party or internal dependency.
Resolved
- Solved
Issue resolved. Can still be reopened if the customer replies within a defined period (e.g. X days).
Final
- Closed
Final state. Cannot be reopened.
Internal notes can always be used for internal communication without affecting the customer-facing status flow.
Automatic Waiting-Time Tracking
To make prioritization simple and transparent, we use two automatic fields on all HelpDesk tickets:
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Hours Since Last Email (integer)
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Last Email From (Customer / Support)
Both fields are updated automatically by a workflow approximately every 30 minutes.
Hours Since Last Email
This field shows how many hours have passed since the oldest unanswered customer email in the ticket.
It only counts situations where the customer has written after our last reply.
How it works
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If a customer writes and no agent has replied, the counter increases.
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If multiple customer emails are unanswered, we count from the first unanswered one.
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When an agent replies, the counter resets to 0.
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If the customer writes again after an agent reply, the counter starts from that new message.
Examples
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Customer writes 100 hours ago → no reply →
Hours Since Last Email = 100 -
Customer writes 100 hours ago and again 80 hours ago → no replies →
Hours Since Last Email = 100 -
Customer writes 100 hours ago → agent replies →
Customer writes again 80 hours ago → no reply →
Hours Since Last Email = 80 -
Customer writes → agent replies →
Hours Since Last Email = 0
This ensures you always know how long a customer has been waiting.
Last Email From
This field shows who sent the most recent email in the ticket:
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Customer → Action required from support
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Support → Waiting for customer
Together, these two fields give a quick and reliable overview of where action is needed and how long customers have been waiting.