A ticket is not paperwork attached to the real work. It is part of the work — it is how the Help Desk remembers, hands off, and improves.
The states
- New
- Logged, not yet worked. Every contact gets one — including out-of-scope ones.
- In progress
- Actively being worked by a named person.
- Waiting on user
- Blocked pending information or action from the requester.
- Escalated
- Handed to another team with full context attached.
- Resolved
- Fixed and confirmed. Not “probably fixed”.
- Closed
- Finalised. Reopens if the issue returns.
Log everything
Including the two-minute calls, and including the ones you redirect elsewhere. Unlogged contacts are invisible, and invisible volume is why staffing and signage never get fixed.
Help Desk Ticketing PortalWhere tickets are created, assigned, updated, and closed. Your primary system of record for every interaction.Awaiting configuration by an administrator
Related articleOpen the full procedure