Every ticket carries a status. It is the quickest way to see whose move it is.
| Status | Means | Whose move |
|---|---|---|
| In Progress | Someone is working on it. | Theirs. |
| Waiting on User | They have asked you something and are waiting. | Yours. |
| User Responded | You have replied and it is back with them. | Theirs. |
| Snoozed | Parked deliberately until a date — usually waiting on something outside anyone's control. | Theirs, later. |
| Resolved | Done. | Nobody's, unless you disagree. |
Waiting on User is the one to watch
A TICKET WAITING ON YOU IS NOT BEING WORKED
Adding to a ticket
Reply to the email and it lands on the same ticket, moving it back to them. Anything you add — a screenshot, an example, "it has started happening to a second customer" — is useful.
When it is closed
You are emailed to say so, and you may be asked for feedback. If the problem is not actually fixed, say so on the same thread — it is better to reopen the conversation that has all the history than to start a new one.