Ticket workflows & statuses

Recommended workflow (internal teams)

Use this as a default baseline:

1. New: ticket is created
2. Waiting for Technician: ticket is queued and needs ownership
3. In Progress: active work is underway
4. Waiting Customer: you’re blocked on customer response/approval/info
5. Complete: work is done

Statuses you’ll commonly use

• New: intake stage
• Waiting for Technician: triage/dispatch stage
• In Progress: active work
• On Hold: paused for an internal reason (not the customer)
• Waiting Customer: blocked on the customer
• Appointment Scheduled: time-based work is planned
• Approval Needed: you need approval before proceeding
• Waiting Materials: you’re waiting on parts/equipment
• Waiting Third-party Vendor: blocked on an external vendor
• Project: this ticket is part of project work
• Complete: finished

When to use “Waiting Customer” vs “On Hold”

• Use Waiting Customer when you need the customer to do something (reply, confirm, approve, provide access).
• Use On Hold when you are pausing work for an internal reason (reprioritization, staffing, internal dependency).

Tips for clean queues

• Set assignment early: it’s the clearest ownership signal
• Keep due dates realistic: a due date should mean “we’re committing to this”
• Add a note before switching to Waiting Customer: say what you need and by when