Philippines staffing blog ·
Use reason codes to explain help desk queue movement
Record why tickets wait, move, escalate, or close so reports show process conditions.
Direct answer
Choose a small set of codes tied to next decisions, such as waiting for facts, approval, investigation, duplicate review, or coverage.
Keep customer-facing status separate from internal reason where needed, while both lead to an owner.
Provide examples and a review path for uncertain cases; avoid overlapping labels.
Compare codes with aging, repeat contacts, and outcomes to find broken handoffs.