Ticket lifecycle: fields, states, SLA, and the daily five steps

TKT- numbering, category and priority fields, the open → in_progress → pending → resolved → closed state machine, auto-computed SLA, and the daily open → read → reply → reassign → close loop.

A ticket is one customer request wrapped in a work card: it is born when someone asks for help, carries everything you need to solve it, and dies when it is closed. This page is the map of that journey.

What a ticket carries#

• Ticket number (TKT-): the system assigns one automatically; quote it in every reply so everyone talks about the same ticket.
• Category: what the request is about (order inquiry, billing, damage/claim, inbound, etc.). It also helps AI triage pick the right handling rule.
• Priority: urgent / high / medium / low. Priority decides how fast you must respond — that deadline is the SLA (see below).
• Merchant / contact: who asked, so replies go to the right person and portal sync shows them progress.
• Source: where it came from — manual, portal, or email. Handy when the same request arrives twice.

State machine: open → in_progress → pending → resolved → closed#

• open: just created, nobody is working on it yet — the "inbox" state.
• in_progress: someone owns it and is actively working it.
• pending: waiting on the merchant (or a third party) — the ball is in their court.
• resolved: you believe it is solved; the merchant confirms or it auto-closes after a while.
• closed: done and archived. Use reopen (back to in_progress) if the merchant comes back on the same issue.

SLA: the promised clock#

SLA ("service level agreement") is the promise of how fast you must respond or resolve: the system auto-computes the deadline from priority when the ticket is created — urgent 4h / high 8h / medium 24h / low 72h. Rules can override it for special cases.

The daily five steps#

1. Open the ticket from the list — filters and the Unassigned view surface what needs you first.
2. Read: subject, description, category/priority, and any auto-linked order documents — context before action.
3. Reply from the detail page: internal note for colleagues, public reply for the merchant (more on the channels page).
4. Change state or assign: move it along the state machine, reassign if it is not yours.
5. Close when solved and confirmed — or leave resolved for the auto-close.