The ticket lifecycle
Statuses
Section titled “Statuses”NEW → OPEN → IN_PROGRESS → WAITING_CUSTOMER → RESOLVED → CLOSED| Status | Means |
|---|---|
| New | Arrived, nobody has taken it |
| Open | Acknowledged, not yet being worked |
| In progress | An agent is on it |
| Waiting for customer | The ball is in the requester’s court — SLA behavior adapts |
| Resolved | The agent believes it is fixed; the requester can confirm or reply |
| Closed | Finished. A new email about it can reopen the conversation |
Every status change is recorded in the ticket’s history with who did it and when — including when the actor is the AI agent, which appears by name.
Assignment
Section titled “Assignment”A ticket is assigned to a group, a person, or both. Typical flow: an automation rule routes to the right group at creation, and a group member takes it. Unassigned tickets have their own view in the workspace, so nothing sits invisible.
Replies and internal notes
Section titled “Replies and internal notes”Two kinds of message, visually distinct:
- Public reply — goes to the requester (by email when the ticket came from email).
- Internal note — visible to your team only. Never leaves ServiceOps.
Mention a colleague with @ in either to notify them. Attachments can be added to the ticket
or to a reply; images pasted into the editor upload automatically.
Links between tickets
Section titled “Links between tickets”Tickets link to each other with typed relations — related to, duplicates, caused by — and incidents can be attached to a problem. The similar incidents panel proposes candidates; AI problem detection can suggest that a set of incidents deserves a problem ticket.
Watchers
Section titled “Watchers”Anyone added as a watcher follows the ticket’s public activity without being requester or assignee — useful for a manager tracking an escalation.
Resolution, closing, reopening
Section titled “Resolution, closing, reopening”- Resolve when you believe it is fixed. The requester is notified and can respond.
- Close ends the ticket.
- If a requester replies to a closed ticket’s email thread, the conversation revives — the message is not lost, and the AI agent recognizes the situation instead of starting over.
Deleted tickets go to the trash, from which they can be restored or permanently removed by someone with the right permission. Nothing is silently destroyed.
VIP requesters
Section titled “VIP requesters”A requester marked VIP is highlighted on every ticket they raise, and automation rules can match on it — for example, VIP + incident → priority High, assign to senior group.