How TixDesk works: the full ticket lifecycle
From the moment a request arrives to the moment its fix becomes a knowledge article, every stage has an owner, a time and a record. Follow a real example: a branch internet outage reported on WhatsApp.
14 stages
Intake
Request arrives from any channel; requester, organization, branch and assets identified.
Ticket creation
Numbered ticket using the form for its type; reference sent to requester.
Categorization
Multi-level category by rule, AI suggestion or L1.
Prioritization
Impact × urgency sets Critical, High, Medium or Low.
Assignment
Team and agent by skill, branch, contract or workload.
SLA start
Matching policy applies; timers start on business hours.
Work
Public replies, internal notes, status changes, time logging.
Collaboration
Mentions, sub-tasks for other teams, linked tickets.
Escalation
Before or at breach, to a higher tier or management.
Resolution
Fix and cause documented; resolution clock stops.
Confirmation
Requester confirms or reopens; auto-confirm after a set time.
Closure
Metrics finalized for SLA and performance reports.
Rating
Stars, comment and reason; low ratings open a follow-up.
Knowledge
Reusable fixes become articles after review.
Ticket statuses
Configurable, with rules for which statuses pause the SLA clock.
| Status | Meaning |
|---|---|
| New | Created, not yet assigned |
| Assigned | Owner set |
| In progress | Being worked |
| Waiting for customer | Clock can pause |
| Waiting for vendor | External dependency |
| Awaiting approval | In a workflow step |
| Escalated | Higher tier or management |
| On hold | Planned later |
| Resolved | Awaiting confirmation |
| Reopened | Fix rejected |
| Closed | Final |
See it as a journey
Internet outage
From WhatsApp to restored service.
Employee onboarding
Six parallel tasks.
Recurring problem
From repetition to a permanent fix.
See the lifecycle on your requests
A live demo built on your categories and teams.
- Your request types
- Your SLAs
- Your teams