Philippines staffing blog ·
Give every help desk ticket status a clear meaning
Make statuses describe real work so customers and specialists can tell what is happening next.
Direct answer
A status should answer whether support owns an action, the customer owes information, or another team must decide. If two statuses mean the same thing, people will use them inconsistently.
Write a short definition and exit condition for each status. Include who may change it and what note or customer update belongs with the change.
Avoid using waiting as a storage place for work with no owner. A ticket waiting on another team still needs a named watcher and a checkpoint.
Audit tickets by status and compare the label with the actual thread. Correct the definitions or routing when the state no longer matches the work.