Work with ticket status and resolution

Step-by-step walkthrough

1. 01

   Open the ticket and read the latest customer message and staff context before changing status. Check the current assignee so responsibility is clear.

2. 02

   Choose a status appropriate to the work: new or open for active handling, pending for a waiting state, or on hold where that state matches your process.

3. 03

   Review required fields before solving or closing. A form or workflow may require information that was not necessary when the request first arrived.

4. 04

   Record a useful resolution in the public reply when appropriate. Internal-only actions and notes should not be used as a substitute for a response the customer needs.

5. 05

   If work resumes, use the permitted reopen or follow-up workflow and check the resulting status. Do not assume a closed ticket accepts every edit or transfer.

A closer look at the interface

These are actual product captures from a fictional demo workspace. Navigation and available controls can differ by role, configuration, or release.

Inside a formal ticket

View full screenshot

Inside a formal ticket

The permanent reference, ownership controls, status, and public/private composer stay together.

1. 1Find the RLY reference above the conversation.
2. 2Review ownership and status before changing the ticket.
3. 3Choose Public reply or Internal note deliberately.

Important details