The ticket lifecycle

Every ticket moves through a simple, trackable workflow.

Statuses

• Open — newly received, not yet started
• In Progress — an agent is actively working on it
• Resolved — the request has been handled
• Closed — finished and archived

When you move a ticket to Resolved or Closed, DeskHelp automatically records the resolution time. If you reopen a ticket, that timestamp is cleared — so your metrics always reflect reality.

Priorities

Priority tells your team what to tackle first:

• Low — can wait
• Medium — normal
• High — needs attention soon
• Urgent — drop everything

Your dashboard highlights the count of urgent, still-open tickets so the most painful issues never get buried.

A healthy workflow

Keep statuses up to date and reserve "urgent" for genuinely urgent issues. When everyone follows the same simple flow, anyone can glance at the queue and know exactly what needs attention.