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Ticket status and priority help the team decide what needs attention first.

Keep both current. A ticket with the wrong status or priority can disappear from the team's real work queue.

Statuses

Open means the ticket needs action.
Pending means the team is waiting on something.
Resolved means the issue has been solved.
Closed means no more action is expected.

Use Pending only when the next action is outside the current owner, such as waiting for a customer reply, provider response, or internal approval.

Do not use Resolved as a parking status. Resolve a ticket when the fix or answer is complete and the customer-visible next step is clear. Close the ticket when no more work or follow-up is expected.

Priorities

Low for non-urgent work.
Medium for normal support.
High for important issues.
Urgent for time-sensitive or high-impact issues.

Define urgent sparingly. If everything is urgent, the queue stops helping the team decide what to do first.

Priority should reflect impact and time sensitivity. A noisy customer request is not automatically urgent if the business impact is low. A quiet billing, security, or access problem may be high priority even if the message is short.

Due Date

Set a due date when the ticket has a deadline or service expectation. Review overdue tickets regularly.

Change the due date only when the real expectation changes. Add a note if the deadline moved because of customer or provider delay.

Assignment

Assign the ticket to the person responsible for the next response or resolution. Reassign when ownership changes.

If several people need to help, keep one owner accountable and coordinate in internal notes or chat. Shared ownership often leads to missed replies.

Visibility

Use visibility to control who can access the ticket. Keep sensitive tickets more restricted.

Restrict tickets that include payroll details, contract disputes, security reports, private customer documents, or internal escalation notes. If a ticket only needs normal support handling, leave visibility broad enough that the support team can help without asking for access.

Triage Checklist

During support review, check status, priority, assignee, due date, related customer record, last customer-visible reply, and next internal task.

Do not change several fields just to make the queue look cleaner. Each change should explain the real operating state of the ticket. If you lower priority, move the ticket to pending, or clear a due date, add a note that tells the next reviewer why the change was made.

Escalation Rules

Escalate a ticket when the issue blocks customer work, affects billing, exposes private data, repeats across multiple customers, or needs a decision outside the current support owner.

When escalating:

Set the priority to match impact.
Assign the person who owns the next decision.
Add an internal note with the exact blocker.
Link related records, files, invoices, tasks, or previous tickets.
Set a due date or review time if the issue must not wait.

Keep the customer-visible reply calm and specific. Tell the customer what is being checked and when they should expect the next update.

Daily Queue Review

For each active ticket:

Confirm the status still matches reality.
Confirm the priority is still accurate.
Confirm one owner has the next action.
Check whether the due date is overdue.
Add an internal note if the next step changed.
Move resolved tickets out of the active queue.

If a ticket is pending, record what you are waiting for and when it should be reviewed again.

Common Mistakes

Leaving urgent tickets unassigned.
Marking a ticket resolved before the customer answer or fix is ready.
Using pending without a review date.
Changing priority because the message is loud instead of because impact is high.
Closing a ticket that still has an open task, unresolved invoice, or active workflow.

Ticket Status and Priority