Ticket Handling Best Practices

Triage checklist

• Confirm category and priority are accurate.
• Verify all required context is available.
• Ask concise follow-up questions when information is missing.

Status discipline

• Use Open for unstarted tasks.
• Use In Progress while actively working.
• Use Waiting on Customer when blocked on customer response.
• Use Resolved once fix is delivered and explained.
• Close only when outcome is confirmed.

Response quality standards

• Reference what was checked.
• Share exact next steps.
• Avoid vague status-only replies.
• Add internal notes for team handoff when needed.