Ticketing
Create and manage tickets
Convert conversations into tracked work with ownership, labels, and status discipline.
Samdesk execution pattern
Use this checklist for consistent case execution:
- Define owner and expected outcome before taking action.
- Work in fixed sequence: triage -> action -> validation -> follow-up.
- Log key decisions briefly so handoffs and escalations stay clean.
Goal
Prevent high-value cases from being lost between inbox and team handoff.
Conversation to ticket
- Open conversation.
- Convert to ticket or link to existing ticket.
- Set assignee, priority, and due date.
Daily ticket discipline
- Follow status lifecycle (
open→pending/waiting_customer→resolved/closed). - Apply labels for reporting and routing.
- Add comments for each handoff.
