Support Ticket Lifecycle

A helpdesk ticket from intake through resolution, including the reopen loop when a fix doesn't hold.

Mermaid source

stateDiagram-v2
    [*] --> New
    New --> InProgress : agent assigned
    InProgress --> WaitingOnCustomer : reply requested
    WaitingOnCustomer --> InProgress : customer replies
    InProgress --> Resolved : fix confirmed
    WaitingOnCustomer --> Closed : no reply after 7 days
    Resolved --> Closed : customer confirms
    Resolved --> Reopened : issue recurs
    Reopened --> InProgress
    Closed --> [*]

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Category: Operations · Tags: state-machine, support, operations