Ticket Lifecycle & State Machine
Understand the strict finite state machine governing ticket lifecycles, permitted transitions, multi-agent roles, and resolution mechanics.
Ticket Status States
Newly created ticket awaiting initial agent triage or response.
Agent is actively investigating or working on resolution.
Waiting on customer reply, diagnostic logs, or 3rd party vendor.
Solution delivered. Records resolved_at timestamp.
Finalized and locked. Records closed_at timestamp.
Permitted Status Transitions
| From Status | Allowed Target States | Side Effects & Actions |
|---|---|---|
| open | in_progress, pending, resolved, closed | Initial triage. Direct resolution permitted for quick answers. |
| in_progress | pending, resolved, closed | Transitions to pending when awaiting customer input. |
| pending | in_progress, resolved, closed | Customer replies automatically re-activate ticket to in_progress. |
| resolved | open (reopen), closed | Sets resolved_at; triggers CSAT survey. Reopening clears resolution timestamp. |
| closed | open (reopen) | Sets closed_at. Can only transition back to open via explicit reopen. |
Multi-Agent Roles & Collaboration
Tickets support multi-agent assignment to enable seamless cross-department collaboration:
The main owner responsible for delivering resolution and SLA compliance. Maximum 1 primary agent per ticket.
Specialists (e.g. Database Architect, Tier 3 NetOps) brought in to diagnose or comment via internal notes.
Managers, Account Executives, or Auditors receiving real-time event updates and notification alerts.