Efficient triaging ensures that the most critical issues are resolved first. Here is how to manage your workflow in TicketHub.
Priorities
We use four levels of priority to categorize incoming requests:
- Low: Minor improvements or non-critical questions.
- Medium: Standard support requests (default).
- High: Significant issues affecting user experience.
- Urgent: Critical failures or system-wide outages.
The Kanban Lifecycle
Every ticket moves through four main stages:
- Open: New tickets awaiting review.
- In Progress: Actively being worked on by a member.
- Waiting: Pending feedback from the customer.
- Closed: Resolved or archived issues.
Assignment
Never leave a ticket "unassigned" for too long. Use the Member Selection tool to ensure every issue has a clear owner responsible for its resolution.