Actioning a Ticket
Every ticket in Taqtics follows a status flow — from creation to closure. As tickets move forward, assignees can claim them, update progress, add comments, reassign, escalate, or close. All actions are logged, so there’s full accountability.
Ticket Status Flow
- Open → Ticket is created and assigned
- In Progress → Claimed and being worked on
- On Hold → Paused due to dependencies or external input
- Complete → Work finished, awaiting closure
- Closed → Verified and finalized
What You Can Do Inside a Ticket
- Claim Ticket → Start working on it (status changes to In Progress).
- Update Status → Switch between In Progress, On Hold, Complete, Reject.
- Add Comments & Attachments → Keep communication and proof inside the ticket.
- Add Costs → Attach invoices or costs when marking as Complete.
- Reassign / Escalate → Move to another user or escalate if urgent.
- Remind Assignee → Send an instant reminder to the person responsible.
- Close Ticket → Only possible after Complete status. Final comments/attachments are required.
- Download PDF Report → Get a full ticket report after closure.
New Release: Ticket Questions Before Closure
You can now configure Ticket Questions that assignees must answer before closing a ticket.
- These questions can be set up by Admins (e.g., Was the vendor informed? Upload proof photo.).
- The closure will only be allowed once all required questions are answered.
- This ensures better compliance and data capture at the point of ticket resolution.
Ticket Metrics & Definitions
Term | Definition | Formula |
SLA (Hr) | Allowed time between ticket creation and due date | Due Date − Created At |
Response TAT (Hr) | Time taken to respond or claim the ticket | Claimed At − Created At |
OnHold TAT (Hr) | Total time the ticket stayed On-Hold | Sum of all On-Hold durations |
Completion TAT (Hr) | Time taken to complete the ticket (excluding On-Hold time) | Completed At − Created At − On-Hold duration |
Closure TAT (Hr) | Time taken to close the ticket (excluding On-Hold time) | Closed At − Created At − On-Hold duration |
⚡ Tip: Ticket Questions make closure more structured — great for cases like vendor communication, maintenance proof, or cost justifications.