Support Ticket Lifecycle

Support Ticket Lifecycle A lifecycle diagram generated by Archify. Pipeline stages Intake router Priority flag Closed without a fix Form Submitted · contact matched · Pipeline stages · intake 01 Form Submitted contact matched intake New · ticket # + Email 1 · Pipeline stages · auto 02 New ticket # + Email 1 auto In Progress · being worked · Pipeline stages · working 03 In Progress being worked working Awaiting Reply · Email 2, remind 3d · Pipeline stages · customer 04 Awaiting Reply Email 2, remind 3d customer Resolved · Email 3 + 7d window · Pipeline stages · closed 05 Resolved Email 3 + 7d window closed Added to Open Ticket · note + Email 5 · Intake router · no new card Added to Open Ticket note + Email 5 no new card Urgent · team email alert · Priority flag · internal Urgent team email alert internal Lost · spam or duplicate · Closed without a fix · terminal Lost spam or duplicate terminal no open ticket needs info 5 days silent fixed open ticket was waiting reply reply within 7d drag Legend initial state active waiting decision success failure / exit final state