Ticket workflows & statuses

Recommended workflow (internal teams)

Choose statuses that describe what needs to happen next:

1. New: ticket is created
2. Waiting for Technician: assigned or unassigned work waiting for a technician to begin
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. Tickets submitted by an inactive contact also land here so your team can review the request before work starts.
• Waiting for Internal Sign-off: waiting for someone on your internal team to approve the work before completion. This does not show client approve/reject controls or send an approval email by itself. Use a status-change automation to notify the internal approver. This status does not enforce approval before completion.
• 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

Requesting approval from multiple people

Choose ⋯ More actions → Request approval on a ticket and enter the approvers' email addresses, separated by commas. Company default approval emails are pre-filled; you can change the recipients for an individual ticket.

Each person receives their own email with approve and reject links. Any recipient can respond without signing in. The first approval or rejection resolves the request and closes everyone's remaining links. The ticket timeline records the responding email address.

You can also enter multiple addresses in a workflow's Approver emails field. Sending a new approval request replaces the earlier links. If Core cannot queue every email, it reports which recipients failed while keeping successfully queued links usable.

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).

Save a status change

Choose the status on the ticket and save the pending changes, or send it with your next reply. Before choosing Waiting Customer, tell the customer what you need. Keep the assignee selected so someone owns the follow-up.

Status can affect SLA timing according to the applied policy. Open the SLA badge to inspect the clocks; see SLA Management.

For completion, add the final update and choose Complete. Staging Complete in the status dropdown keeps the Complete tab available until you save. On email tickets, clear both To and CC to save a public resolution note without notifying the customer. A ticket does not need an assigned contact to save a public note. See Managing Tickets for replies, reminders, and filters.