Every ticket must be categorized with a status, International vs. Domestic and a Type and a Priority.. Here are the general definitions of each status type:
Open: Hasn't been reviewed, addressed, or pushed forward in any way. At the end of each day, we shouldn't have any Open tickets.
Waiting On Customer: If we responded and are waiting for a customer. If we don't get a response in 48 hours. Mark as Closed. If we hear back and resolve. Mark as Resolved.
Pending: Pending feedback/decision from internal team
Waiting on 3rd party: This is if we are waiting on shipping or someone to do something to resolve the ticket. Requires action from someone internally or externally to resolve.
Resolved: Issue resolved. Question answered. No other actions.
Closed: Issue closed because we didn't hear back from customer within the 48 hour window. It may not be fully resolved, but we need to close a ticket if we don't get a response from a customer.