Every IT support request follows a path — from the moment a user reports a problem until it’s fully resolved. This path is called the ticket lifecycle. Learning how tickets flow helps IT teams stay consistent, keep users updated, and avoid problems slipping through the cracks.
Why the Ticket Lifecycle Matters
- Clarity: Everyone — both IT staff and end users — knows where the issue stands.
- Consistency: Following a defined process means no step gets skipped.
- Accountability: It’s always clear who’s responsible at each stage.
The Four Core Stages
While different companies may add extra steps, most ticket lifecycles share the same four basic stages:
- New
- A ticket is first created (by the user or IT staff).
- At this point, the issue has been logged, but no one has started working on it yet.
- In Progress
- An IT support specialist has taken ownership of the ticket.
- Troubleshooting begins, updates are documented, and communication with the user is ongoing.
- Resolved
- The IT staff has applied a solution that should fix the problem.
- The user is notified and asked to confirm whether the issue is indeed fixed.
- Closed
- The ticket is officially completed and marked as closed.
- This means the user confirmed the solution or enough time has passed without further issues.
A Real-Life Example
- A user reports: “My Wi-Fi isn’t working.” → New
- An IT staff member picks it up and starts troubleshooting. → In Progress
- The IT staff resets the router and confirms the user is back online. → Resolved
- The user replies, “Yes, it’s working now. Thanks!” → Closed
How This Prepares You
By knowing how tickets flow through these stages, you’ll be ready to write your own basic ticket lifecycle. Think about how you would describe each stage in your own words — keep it simple and clear, just like you would explain it to someone new to IT.
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