Most desks never write this down, so every agent invents their own version and the queue stops meaning anything. These are the six decisions that settle who does what to a ticket and when. Answer them and this page assembles a working policy you can copy.
Every status an agent cannot tell apart from another gets used at random, and your reporting inherits the confusion. Start with the fewest that describe genuinely different situations, and add one only when you can say what it means in a sentence.
This is the status that quietly breaks desks. If Pending means "waiting on the customer" to one agent and "I will get to it later" to another, you cannot tell a stalled ticket from a parked one. Pick one meaning and hold to it.
Priority set by whoever shouts loudest is not priority. Write the rule down so two agents reach the same answer on the same ticket. The usual rule is how many people are affected against how fast it needs fixing.
| Priority | Use it when |
|---|---|
| Urgent | |
| High | |
| Medium | |
| Low |
A ticket has one owner at a time. Decide whether new tickets land unassigned in a group queue that anyone can pull from, or whether someone assigns them on arrival. Pull queues need a habit; assignment needs a person who is always there to do it.
Split the queue by the thing that changes who answers, not by the thing that is easiest to name. Agents work in groups and see their group's tickets, so a split that does not match how people are organised just hides work from the people who could do it.
Closing is where trust is won or lost. Decide whether an agent may close on their own judgement, and say what happens when a customer replies afterwards. A reply to a closed ticket reopens it, so closing early is not permanent damage - but a ticket closed without an answer is.
Answer the decisions to build your policy.
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