> ## Documentation Index
> Fetch the complete documentation index at: https://docs.charle.agency/llms.txt
> Use this file to discover all available pages before exploring further.

# Ticket Workflow

> How tickets progress through statuses

Help Desk tickets follow a structured workflow from submission to resolution. The workflow varies based on ticket type, ensuring appropriate handling for each scenario.

## Status overview

### All ticket statuses

| Status              | Description                       | Who Sets It          |
| ------------------- | --------------------------------- | -------------------- |
| **New**             | Just submitted, needs acceptance  | System (on creation) |
| **Accepted**        | PM accepted, ready for planning   | PM/CSM/Manager       |
| **Scheduled**       | Assigned with dates and estimate  | PM/Manager           |
| **In Progress**     | Team member working on it         | Assignee             |
| **Awaiting Review** | Work complete, needs verification | Assignee             |
| **Resolved**        | Verified and closed               | PM/Manager           |

<Info>
  Not all tickets go through all statuses. Questions skip work-related statuses.
</Info>

## Workflow by ticket type

### Support and Escalation workflow

Full workflow for work-requiring tickets:

<Steps>
  <Step title="New">
    Ticket submitted, awaiting PM attention
  </Step>

  <Step title="Accepted">
    PM acknowledges, ready to schedule
  </Step>

  <Step title="Scheduled">
    Assigned to team member with dates
  </Step>

  <Step title="In Progress">
    Team member actively working
  </Step>

  <Step title="Awaiting Review">
    Work done, PM verifying
  </Step>

  <Step title="Resolved">
    Confirmed fixed, client notified
  </Step>
</Steps>

### Question workflow

Simplified workflow for information requests:

<Steps>
  <Step title="New">
    Question submitted
  </Step>

  <Step title="Accepted">
    PM or CSM acknowledged
  </Step>

  <Step title="Resolved">
    Answer provided to client
  </Step>
</Steps>

**Why simplified?**

* No work to schedule
* Answer provided directly
* Faster resolution
* Less overhead

## Status transitions

### Automatic transitions

Some status changes happen automatically:

* **New** (set on creation)
* **Scheduled** (when dates assigned)

### Manual transitions

Require user action:

* New → Accepted (PM accepts)
* Accepted → Scheduled (PM schedules)
* Scheduled → In Progress (team member starts)
* In Progress → Awaiting Review (team member completes)
* Awaiting Review → Resolved (PM approves)

### Status change permissions

**Who can change status:**

* **PM/Manager** - Any status change
* **Assignee** - Can start work (Scheduled → In Progress)
* **Assignee** - Can submit for review (In Progress → Awaiting Review)
* **CSM** - Can accept tickets

<Note>
  Only PMs and Managers can mark tickets as Resolved. This ensures quality control.
</Note>

## New status

### When tickets are new

Created but not yet acted on:

* Waiting for PM attention
* Priority assessment needed
* No assignment yet
* No timeline established

### Who sees new tickets

**Notified immediately:**

* CSM for that client
* Managers
* On-call PM (if configured)

### Typical time in New

**By priority:**

* P1: Should be accepted within minutes
* P2: Same day acceptance
* P3: Accept within 1 day
* P4: Accept within 2-3 days

<Warning>
  P1 tickets should not sit in "New" status. Accept and start work immediately.
</Warning>

## Accepted status

### What Accepted means

PM has acknowledged:

* Reviewed ticket details
* Assessed priority
* Ready to be worked on
* Waiting for scheduling

### PM actions when accepting

<Steps>
  <Step title="Review details">
    Read description, attachments, priority
  </Step>

  <Step title="Assess scope">
    Determine if quick fix or needs quote
  </Step>

  <Step title="Accept">
    Click Accept button
  </Step>

  <Step title="Next step">
    Schedule immediately or queue for planning
  </Step>
</Steps>

### When to stay in Accepted

Tickets may remain accepted if:

* Waiting for team member availability
* Gathering more information
* Coordinating with client
* Planning capacity

## Scheduled status

### What Scheduled means

Ready to work:

* Assigned to team member
* Start and end dates set
* Estimate provided
* Appears in team member's schedule

### Required for scheduling

Must have:

* Assignee selected
* Start date set
* End date set
* Estimate (hours)

### Scheduling considerations

**Team capacity:**

* Check team member's schedule
* Ensure realistic timeline
* Consider other commitments

**Priority alignment:**

* P1/P2 should be scheduled ASAP
* P3/P4 can wait for capacity

**Dependencies:**

* Any blockers?
* Need client access?
* Dependent on other work?

<Tip>
  Schedule P1 and P2 tickets immediately, even if it means rescheduling other work.
</Tip>

## In Progress status

### Starting work

Team member indicates work has begun:

* Click "Start" or update status
* System records start timestamp
* Visible to PM and client
* Time can be logged

### What happens during work

Team member:

* Investigates issue
* Implements fix
* Tests solution
* Documents changes
* Logs time spent

### Staying updated

While in progress:

* Add comments with updates
* Adjust estimate if needed
* Flag blockers immediately
* Communicate delays

## Awaiting Review status

### Submitting for review

When work is complete:

<Steps>
  <Step title="Finish work">
    Fix implemented and tested
  </Step>

  <Step title="Submit">
    Change status to Awaiting Review
  </Step>

  <Step title="PM notified">
    PM receives notification
  </Step>

  <Step title="PM reviews">
    PM verifies the fix works
  </Step>
</Steps>

### What PM reviews

PM checks:

* Issue is actually resolved
* No side effects introduced
* Solution is appropriate
* Client will be satisfied

### Review outcomes

**If satisfactory:**

* PM marks Resolved
* Client notified
* Ticket closed

**If needs work:**

* PM adds comment with feedback
* Status returns to In Progress
* Team member addresses issues
* Re-submits when ready

## Resolved status

### Final status

Ticket is complete:

* Issue fixed and verified
* Client notified
* Resolution summary provided
* No further action needed

### Resolution summary

PM provides:

* What was fixed
* How it was resolved
* Any relevant details
* Next steps if applicable

### Post-resolution

After resolution:

* Can still add comments
* Time entries preserved
* Activity log available
* Archived for reference

<Note>
  Resolved tickets remain accessible for historical reference and reporting.
</Note>

## Status change best practices

<CardGroup cols={2}>
  <Card title="Accept promptly" icon="bolt">
    Don't leave tickets in New status
  </Card>

  <Card title="Realistic scheduling" icon="calendar">
    Set achievable dates based on capacity
  </Card>

  <Card title="Start when scheduled" icon="play">
    Begin work on scheduled start date
  </Card>

  <Card title="Update regularly" icon="refresh">
    Keep status current as work progresses
  </Card>

  <Card title="Test before submit" icon="bug">
    Verify fix works before Awaiting Review
  </Card>

  <Card title="Quality review" icon="shield-check">
    PMs should test thoroughly before Resolved
  </Card>
</CardGroup>

## Common workflow scenarios

### Scenario 1: Quick fix

<Steps>
  <Step title="P3 support ticket">
    Minor bug reported
  </Step>

  <Step title="PM accepts same day">
    Reviews and accepts
  </Step>

  <Step title="Scheduled for tomorrow">
    Assigned to developer with 2-hour estimate
  </Step>

  <Step title="Developer starts">
    Begins work next day
  </Step>

  <Step title="Fixed in 1.5 hours">
    Implements and tests fix
  </Step>

  <Step title="Submits for review">
    Moves to Awaiting Review
  </Step>

  <Step title="PM verifies">
    Tests and confirms fix
  </Step>

  <Step title="Resolved">
    Client notified, ticket closed
  </Step>
</Steps>

### Scenario 2: Complex issue

<Steps>
  <Step title="P2 support ticket">
    Feature not working, unclear cause
  </Step>

  <Step title="PM accepts">
    High priority, accepts immediately
  </Step>

  <Step title="Scheduled urgently">
    Developer assigned for same afternoon
  </Step>

  <Step title="Investigation">
    Developer spends time debugging
  </Step>

  <Step title="In Progress extended">
    Takes longer than estimate
  </Step>

  <Step title="Developer updates">
    Comments on progress and challenges
  </Step>

  <Step title="Fix implemented">
    Eventually resolved, submits for review
  </Step>

  <Step title="PM tests">
    Verifies across multiple scenarios
  </Step>

  <Step title="Resolved">
    Confirmed working, client updated
  </Step>
</Steps>

### Scenario 3: Question answered

<Steps>
  <Step title="Question submitted">
    Client asks how to do something
  </Step>

  <Step title="CSM accepts">
    CSM can answer this
  </Step>

  <Step title="Answer provided">
    CSM adds detailed answer in comments
  </Step>

  <Step title="Resolved immediately">
    Marked resolved with answer in summary
  </Step>
</Steps>

## Troubleshooting

<AccordionGroup>
  <Accordion title="Can't change status">
    Check your permissions. Some status changes are restricted to PMs and Managers.
  </Accordion>

  <Accordion title="Status changed unexpectedly">
    Some transitions are automatic (e.g., scheduling sets status to Scheduled). Check activity log to see who/what changed it.
  </Accordion>

  <Accordion title="Ticket stuck in status">
    May be waiting for action from specific person. Check who it's assigned to or what the next step is.
  </Accordion>

  <Accordion title="Need to skip a status">
    You can jump statuses if appropriate (e.g., Accepted → In Progress → Resolved for urgent fixes). System allows any valid transition.
  </Accordion>

  <Accordion title="Accidentally marked resolved">
    PMs can reopen tickets if needed. Add comment explaining why and what status it should return to.
  </Accordion>
</AccordionGroup>

## Next steps

<CardGroup cols={2}>
  <Card title="Resolving Tickets" icon="check-circle" href="/user-guide/help-desk/resolving-tickets">
    Learn how to close tickets properly
  </Card>

  <Card title="Creating Tickets" icon="plus" href="/user-guide/help-desk/creating-tickets">
    Review ticket creation
  </Card>

  <Card title="Ticket Types" icon="tags" href="/user-guide/help-desk/ticket-types">
    Understand different ticket types
  </Card>

  <Card title="Help Desk Overview" icon="headset" href="/user-guide/help-desk">
    Back to Help Desk overview
  </Card>
</CardGroup>