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      Understanding the different ticket statuses in Siit

      Ticket statuses are at the heart of effective request management in Siit. They help you and your team track progress, prioritize work, and ensure timely responses to internal requests. Whether you’re responding directly, setting up automation workflows, or tracking service levels (SLAs), a clear understanding of ticket statuses is essential.

      🎯 The 4 ticket statuses

      Siit comes with four predefined ticket statuses that reflect the lifecycle of a request:

      🔵 New: a request that has just been created and hasn’t been responded to yet.

      🟡 In Progress:  a request that has received a first response and is actively being handled.

      🔴 Waiting: a request that is temporarily on hold—waiting for input, action, or context.

      🟢 Resolved: a request that has been marked as completed and closed.

      🔄 How Ticket Statuses Work in Practice

      Understanding how each status behaves—manually or automatically—is key to managing your workload effectively.

      🆕 New → In Progress (automatically)

      When a request is created—whether via Slack, email, or the portal—it is automatically assigned the status “New.”

      As soon as an admin replies to the request for the first time, Siit will automatically update the ticket status to “In Progress.”

      This transition requires no manual action and helps identify tickets that have been acknowledged versus those that still need attention.

      ⏳ Using “Waiting” (manually or via workflow)

      The “Waiting” status can be:

      • Manually set by an admin when a request is on hold (e.g., waiting for more details from the requester).

      • Automatically triggered via a workflow using the request action Set request status.

      This status is especially useful when combined with Feature SLA:

      👉 When a ticket is in “Waiting” status, the SLA timer can be paused—so your internal metrics reflect only the actual handling time, not the waiting periods.

      ✅ Marking as “Resolved”

      A ticket is considered “Resolved” when it’s been closed. This can happen in three ways:

      1. Manually by the admin in the Siit interface.

      2. By the employee—directly from Slack or the web interface.

      3. Automatically via workflow, using the request action Mark as resolved.

      Once resolved, the ticket is considered complete, but it remains visible for reporting or auditing purposes.