Tickets in practice
Status lifecycle
Every ticket moves through a series of statuses from open to closed. Understanding each status helps your team communicate progress and keeps your ticket list meaningful.
All statuses
Docket tracks eight distinct ticket statuses. Each is displayed as a colour-coded badge in the dashboard's Recent activity feed and transcript list.
The ticket is active and awaiting a response from staff. This is the initial state for every new ticket.
A staff member is actively working on the ticket. Use this to signal that the issue has been picked up and is being handled.
Staff marked the issue as resolved. The ticket is functionally complete but may remain accessible for follow-up.
The ticket thread is fully closed. A transcript is saved automatically at this point.
The ticket was cancelled before resolution — for example, a duplicate request or a user who opened one by mistake.
Waiting on a response from the user who opened the ticket. Staff have replied but the user hasn’t responded yet.
Waiting on an internal action from staff — for example, an escalation or a task that needs to be completed first.
The ticket was handed off to another team or person. Referred tickets are tracked separately from closed ones.
Typical flow
Most tickets follow a straightforward path:
- User opens ticket → status is open
- Staff pick it up → status moves to in_progress
- Waiting on user → pending; waiting on internal action → awaiting
- Issue is fixed → status set to resolved
- Thread is closed → status set to closed, transcript saved
Cancelled and referred are for edge cases. Use cancelled for duplicates or mistakes; use referred when handing off to another team who will open their own ticket.
Status tracking
Each status change is recorded with a timestamp and the Discord user ID of whoever made the change. This gives you a full audit trail visible in transcripts — useful for quality assurance and team accountability.
- Closed tickets — counted in the dashboard Overview stat card
- Resolved, closed, cancelled — all generate a transcript entry
- Open tickets — counted separately so you can see active load at a glance